Experience

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  Atlas gentech nz limited

  May 2013 - Sept 2021

  Technical support engineer

  • Maintaining highest level of customer service responding to requests of technical support in person, via phone, RMM tools etc.• Create support tickets and resolving/escalating them within Zoho ticketing systems.• Technical support on Security products including Paradox/Inner range alarm systems, Lifesize VC and Ericson-LG IP PABX communication products and various network appliances.• Installing and managing computer hardware & software, office network and server systems.• Assisting IT Manager with planning, designing, and deploying new or upgraded ICT solutions.• Testing of return products for repair or replacement. Show less

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  3pm

  Sept 2021 - Aug 2023

  Technical support advisor

  • Responsible for the end-to-end management of the service request process, including fault finding and resolution • Delivering technical customer support over the phone, via live chat or remote desktop but not limited to: identifying, troubleshooting and resolving a wide range of 3PM's applications and technical related issues • Performing internal investigation, remote configuration, set-up, training and support needed to ensure the on-going functioning of client systems • Liaising between customers and internal development/sales team to ensure accurate problem interpretation, prioritising, escalating and documentation • Maintaining communications with customers during problem resolution process in a user-friendly, professional manner. • Engaging customers to improve both 3PM’s understanding of its customers and the customer’s experience with 3PM • Developing technical solutions based on low-code platforms • Developing knowledge base and providing customer training • IoT device installation management • IoT RUC and REGO management Show less

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  Securecom limited

  Aug 2023 - now

  Service desk engineer