We are seeking a Support Engineer to join our team and provide technical support for the Circle suite of products. This is a great opportunity to contribute to a growing business that thrives on providing solutions to help our clients. Your primary role is to ensure the smooth operation of systems, applications, and services, assist in troubleshooting and resolving technical issues, and support the maintenance and monitoring of Circle systems.

We are a small passionate team that values collaboration, innovation, and excellence and love working hard to keep our customers happy.

​​Role and Responsibilities​

Technical and End User Support:

Provide high-level, timely, proactive and professional support to our customers to resolve incidents or requests for service via phone, email, or in person.

Provide technical and End User support for system related issues, including troubleshooting, diagnosing, and resolving incidents in alignment with service levels.

Apply diagnostic techniques to troubleshoot and resolve problems, whether onsite or remote. This includes hardware, software and networking related issues and escalating complex issues to senior engineers or relevant departments.

Act as remote hands for engineering staff onsite as needed.

Basic understanding of SQL database concepts and ability to write basic SQL queries.

Ability to multitask and manage multiple priorities in a fast-paced environment.

Monitor system performance and availability to ensure higher uptime.

Perform routine maintenance tasks, such as windows updates, disk clean up, database migrations, software upgrades.

Train Junior Support Engineers and other team members in protocols, software, and company procedures.

Incident Management and Documentation:

Basic understanding of ITSM tools and processes ensuring timely resolution and minimal disruption to venue operations.

Document and track incidents, resolutions, root cause analysis and follow-up actions in ConnectWise and the Knowledge Base. Ensure all documentation and job logging/tracking is completed on time and to a high standard.

Strong analytical and problem-solving skills.

Collaboration:

Excellent communication skills and ability to work well in a team environment.

Work closely with other departments, including broader operational support and other IT teams, to ensure seamless support and business continuity.

Qualifications & Skills

Personality and attitude are extremely important. A positive attitude and the ability to think outside the box and work under pressure in a small team are essential.

2-4 years of relevant experience in a technical support role.

Excellent customer-centric communication skills, a fantastic phone manner, and fluency in both written and verbal English.

Good understanding of Microsoft SQL database concepts and ability to write basic SQL queries.

Good understanding of server and networking concepts

Good understanding of Windows operating systems and ability to troubleshoot issues with Windows Server and desktop operating systems.

Good understanding of ITSM tools and processes, incident management, and experience with ITSM incident management software.

Ability to provide front-of-house application support/training over the phone

Gaming/Club knowledge and operational experience is an advantage.

Network and software installations experience would be advantageous

Additional Information

Ability to have on call responsibilities over a weekend, on a rotating roster

A full clean driver's license is required.

Occassional interstate and OS travel to NZ may be required.

We offer a competitive salary and opportunities for growth and advancement within the company. If you have a passion for technology and a desire to work in a dynamic, fast-paced environment, we encourage you to apply for this exciting opportunity.

To be considered for this opportunity, please apply with your current resume and a cover letter demonstrating the relevance of your experience and competencies that you'll bring to the role.

This is an opportunity to take your passion and knowledge to the next level.