Senior Technical Support Rep

At Fusion we get tech done! We are all connected by a drive to improve the lives of Kiwis through ideas and technology. We enable government agencies and businesses to operate, thrive and grow.

The Role

We’re looking for a Tier 2 support professional ready to step into a Senior Technical Support Representative role within the team. You’ll provide advanced systems support to Fusion’s business customers, with a strong focus on Microsoft 365, Intune, Entra ID, and endpoint management.

You’ll take ownership of complex technical issues and escalations, resolve support tickets promptly and accurately, and ensure customer environments are managed in line with best‑practice standards. While remaining hands‑on and customer facing, you’ll also provide guidance where needed to support effective outcomes.

You’ll work closely with colleagues and other stakeholders to escalate issues when required and track them through to successful resolution, mentor more junior members, all while consistently delivering an excellent customer experience.

Must Haves

• Clean criminal record.
• Permanent legal right to work in NZ.

Your Talent

We’re looking for someone who brings strong technical capability alongside excellent customer‑facing skills:

• Excellent communication skills, with the ability to listen effectively and communicate clearly both verbally and in writing
• Solid customer service experience, ideally in a remote or managed services environment
• Strong hands‑on experience administering Microsoft 365, with an emphasis on tenant, user, and service management
• Solid experience with Entra ID (Azure AD)
• Demonstrated capability with Intune and endpoint management, including device policies, compliance, and deployment
• Strong analytical and problem‑solving skills, with the ability to identify root causes and deliver effective solutions
• Able to build rapport quickly with a wide range of customers and stakeholders
• Calm, professional, and composed under pressure
• Comfortable working autonomously and taking ownership of issues end‑to‑end
• Customer service experience, ideally with Windows 10/11, Microsoft 365 and Azure
• Other tech that it would be beneficial to have experience with: Veeam, Cortex/Sophos AVs, SharePoint/Intune

Don't sweat if you don't tick every box, we hire people, not checklists. Apply if you're confident that this role is right for you!

About us

Fusion Networks is passionate about IT, we are true technologists who love what we do. We are a forward-focused company that thrives on being innovative and future aligned, as we grow into new areas of work.

Note: After applying you will receive an email from our HR system with some follow up questions. Please watch out for it in your inbox (or spam)!