Level 2 Support Engineer

Company Description PB Tech, founded in 1993 and 100% New Zealand-owned, is the country’s largest computing and IT provider, with 20 superstores and service centres nationwide and a team of more than 1000 staff. The company combines extensive retail operations with specialist Business, Education, Government, Wholesale, and Health divisions. These divisions operate from a modern head office and distribution centre of over 7,000 square metres in Manukau, Auckland, supporting customers across New Zealand. PB Tech offers a dynamic environment for technology professionals who want to work with a wide range of products, clients, and solutions.

Role Description This full-time remote Level 2 Support Engineer role focuses on providing advanced technical support to PB Tech’s customers. Day-to-day responsibilities include diagnosing and resolving technical issues, managing support tickets, and performing root-cause analysis for recurring problems. The Level 2 Support Engineer will collaborate with systems engineers, and other stakeholders to ensure timely resolution and clear communication with users. The role also involves documenting solutions, maintaining knowledge base articles, contributing to process improvements, and supporting the implementation or upgrade of hardware, software, and network solutions.

Qualifications

• Strong technical support and troubleshooting skills across operating systems, hardware, networking, and common business applications.
• Experience with remote support tools, ticketing systems, and incident management processes.
• Solid understanding of IT infrastructure concepts such as servers, cloud services, security best practices, and user account management.
• Clear written and verbal communication skills, with the ability to explain complex technical issues in an accessible way.
• Proven ability to work independently in a remote environment while collaborating effectively with distributed teams.
• Customer-focused mindset, with strong problem-solving, time management, and prioritization abilities.
• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft, Cisco) or equivalent experience are advantageous.
• Previous experience in a Level 2 or similar support role within an IT, retail, or managed services environment is preferred.