- Technical Leadership & Hands-On Impact
- Strategic Influence & Career Growth
- Supportive, People-First Culture
ABOUT THE COMPANY
Resene is an established New Zealand business, trading for over 70 years & a household name. With branches nationwide, this family run company has a small but highly valued technology team.
ABOUT THE ROLE
This role combines frontline and backend responsibilities to support Resene IT’s goal of delivering high-value, business-aligned technology solutions. Success is measured by responsiveness, stakeholder satisfaction, and commercial awareness.
On the frontline, the role involves triaging issues, supporting junior IT staff to resolve daily incidents, and ensuring consistently strong service. Complex issues are escalated promptly based on business impact.
The role also drives proactive problem-solving by identifying and implementing high-impact improvements. The ultimate aim is to reduce reactive issues by delivering robust, future-proof solutions that create lasting business value.
DUTIES
- Coordinate daily incident delegation across the support team to optimise senior resources for high-value project work.
- Provide hands-on support and guidance to junior engineers, helping resolve the majority (70%+) of Level 1–2 tasks.
- Develop junior team capabilities through on-the-job learning, process improvements, training, and enhanced triage skills.
- Manage stakeholder expectations, escalate issues when needed, and act as Support & Service Manager during their absence.
- Take ownership of more complex (Level 2/3) support requests (10–20%), engaging internal teams and vendors as needed.
- Support strategic alignment by contributing insights to weekly planning meetings and identifying continuous improvement opportunities.
SKILLS & EXPERIENCE
- Provide comprehensive desktop and remote support, including Microsoft 365, hardware setup, networking, Active Directory, and general system administration.
- Demonstrate hands-on experience with ITSM-based incident management and exposure to cloud technologies, ideally Azure and O365.
- Contribute to documentation, process improvement, and support of enterprise systems, with desirable knowledge of SQL, Point of Sale, and M3 ERP.
- Exhibit strong problem-solving skills with commercial awareness, effective time management, and the ability to prioritise what matters most.
- Lead day-to-day operational support, coaching junior staff, and ensuring excellent stakeholder engagement through clear communication.
- Build trusted relationships through empathy, positivity, and initiative, while fostering a growth mindset, resilience, and a collaborative team culture.
BENEFITS
- Supportive environment eager to develop & upskill their team
- Growing list of internal employee benefits
- Discounts off Resene products
- One day a week WFH
HOW TO APPLY
Click the APPLY button and include your resume and cover letter or for further information please email Courtney at Courtney.carlin@absoluteit.co.nz
Please note, we can only consider applicants that are legally entitled to work in New Zealand at the time of application.
