IT Support Technician

IT Support Technician

We're looking for an IT Support Technician to join our IT team and provide exceptional technical and customer support across our firm. This is a hands-on role suited to someone who enjoys variety, problem-solving, and delivering great service to both technical and non-technical users.

What You'll Do

In this role, you'll provide first and second-level support across hardware, software, audiovisual and networking systems, managing helpdesk tickets and assisting users both in person and remotely. You'll set up and maintain devices, including desktops, laptops, printers and Microsoft Teams Meeting Rooms, as well as manage user accounts and access across Microsoft 365 and our Legal Software.

You'll carry out routine system maintenance, updates and backups, support hardware refreshes and technology upgrades, and help monitor network performance. You'll also support cybersecurity practices such as MFA and endpoint protection, maintain accurate documentation, and work with the IT and Facilities teams to keep our systems secure, reliable and running smoothly across all offices.

What You'll Bring

Technical Skills

• Proficiency with Windows operating systems and common applications (Microsoft Office, Adobe, antivirus tools).
• Experience in hardware troubleshooting.
• Understanding of networking (IP, DNS, DHCP, VPN, Wi-Fi, and firewalls).
• Experience with Microsoft 365, Azure AD, Entra, and Intune.
• Familiarity with support desk systems and ticketing tools.
• Basic scripting knowledge (PowerShell or Bash) for automation and diagnostics.
• Meeting Room Experience (Microsoft Teams Rooms)

Security Awareness

• Understanding of cybersecurity best practices.
• Experience supporting MFA, endpoint protection, and email filtering.
• Awareness of data privacy standards and secure handling of user data.

Soft Skills

• Excellent communication and customer service skills.
• Patience and empathy when supporting non-technical users.
• Staying calm in stressful situations
• Strong analytical and problem-solving ability.
• Great time management and ability to prioritise multiple support tickets.
• Team-focused, collaborative mindset.

Professional Qualities

• Eagerness to learn new technologies.
• Attention to detail and accuracy in documentation.
• Reliability and proactive attitude toward identifying and resolving IT issues.
• Ability to stay calm and effective under pressure.

At Tompkins Wake, we are regionally present, nationally focused, and globally connected. With offices in Hamilton, Rotorua, Auckland, and Tauranga, we work with clients across New Zealand to deliver outstanding results.

Diversity and inclusion are core to our identity. Our Rainbow Tick certification and active participation in the New Zealand Law Society Gender Equality Charter showcase our belief in the power of varied perspectives. We're dedicated to fostering an environment where everyone is valued.

If you're an IT professional who thrives in a collaborative environment and enjoys making technology work for people, we'd love to hear from you. Apply now to join our IT team.