Job Description
Liquorland are looking for a Helpdesk Engineer to help support our IT Team deliver it's strategic goals and help our franchise network of stores with their IT and Infrastructure issues across NZ.Liquorlands vision is to Deliver NZ’s best liquor retail experience. As a support office we want to be famous for making a difference. As our Helpdesk Engineer you will be the first point of contact for customers seeking technical assistance over the phone or email for our computer systems, hardware, or software. You have good technical knowledge and can communicate effectively to understand the problem and explain its solution. You will be customer-oriented and able to deal with non-technical users.Some of the day to day responsibilities that you will have include:+ Providing effective and efficient Level 1 helpdesk support for Liquorland Support Centre and Retail Stores across IT systems.+ Perform remote troubleshooting through diagnostic techniques and relevant questions.+ Determine the best solution based on the issue and details provided by customers.+ Loading of Data into POS when required.+ Walking your customers through the problem-solving process.+ Direct unresolved issues to the next level of support or relevant department (Finance etc.)+ Record events and problems and their resolution accurately in our IT ticket management system (Zendesk).+ Follow-up and update customer status and information.+ Pass on any feedback or suggestions by customers to the appropriate internal team.+ Identify and suggest possible improvements on current procedures.+ Improve our help centre through addition and revision of articles.+ Complete build and provide setup advice and assistance to new Liquorland locations.About youTo be successful in this role you will require a strong working knowledge of SQL, Office 365 and networking hardware and software and have completed or about to complete a Bachelor level course in IT. You must have excellent written and spoken English, as most support is email and phone based, and have an ability to think creatively and innovatively to ensure the problem can be sorted out quickly.Who are weWe're a specialist liquor retailer formed in 1981 and now have over 100 stores nationwide. We're owned by Foodstuffs New Zealand Limited, which has introduced an unrivalled depth of retailing, liquor and franchise experience to our chain.
Job Specification