📍 Job Overview

Job Title: Technical Support Specialist
Company: MSD
Location: New Zealand (Auckland, Upper Hutt)
Job Type: Full-Time, On-Site
Category: Technical Support, IT Operations
Date Posted: 2025-06-13
Experience Level: 5-10 years

🚀 Role Summary

Customer-Centric Support: Liaise with customers to ensure timely responses to requests and incidents, analyzing the support environment to enhance customer satisfaction.
Global Collaboration: Work closely with global IT teams to deliver services, resolve incidents, and implement IT initiatives.
IT Operations & AV Support: Maintain IT hardware inventory, support manufacturing devices, and provide AV support during events.
Incident & Problem Management: Troubleshoot and resolve technical issues, following ITIL best practices.

📝 Enhancement Note: This role requires a strong customer focus and excellent communication skills to manage customer expectations and ensure high levels of satisfaction. The global collaboration aspect demands cultural sensitivity and adaptability to work effectively with diverse teams.

💻 Primary Responsibilities

Customer Liaison & Incident Management:
- Liaise with customers to understand their needs and ensure timely responses to requests and incidents.
- Analyze the support environment to identify customer needs and enhance satisfaction.
Global IT Team Collaboration:
- Work closely with global IT helpdesk and regional support teams to follow up on service delivery and ensure requests and incidents are fulfilled and resolved within SLA.
- Collaborate with other IT colleagues in the region and globally to support business initiatives and standard IT technology.
IT Operations & AV Support:
- Monitor end-user client IT computing infrastructure operation to ensure its availability and stability.
- Maintain IT hardware inventory and work on IT equipment lifecycle refreshes as needed.
- Support manufacturing "Shop-Floor" handhelds, laptops, and scanner devices.
- Provide technical AV support during events, troubleshooting, and support to renew or upgrade AV and conference rooms systems.
Mobility Services & Comms/Server Rooms:
- Support Mobility services - activation, suspension, cancellation of connection services, and billing report.
- Maintain comms/server rooms and workspace in good health, tidy, neat, and safe condition.
Out-of-Hours Support & Point of Contact:
- Occasionally be available for out-of-hours work to assist global teams with network software and hardware upgrades by providing smart hand support.
- Act as a Point of Contact (POC) for services provided by various IT teams globally.

🎓 Skills & Qualifications

Education: A college or university degree in Computer Science, Information Systems, Engineering, or equivalent fields.

Experience: 5+ years' experience in supporting IT operations, including 3+ years of hands-on experience in Microsoft Windows desktops, Microsoft Office Suite, and HP network printer support, and IT Telecom room management.

Required Skills:

Strong interpersonal, collaboration, and teamwork skills.
Excellent verbal and written communication skills.
Good analytical skills to analyze issues and perform effective problem-solving.
Acute attention to detail and ability to work independently.
Friendly personality and calm demeanor during high traffic and volume.
Basic knowledge of networks, telecom, and compute/storage.
Basic knowledge of AV and conference room systems.

Preferred Skills:

Experience working in a diverse and inclusive manner across various cultures.
Knowledge of ITIL best practices.

📝 Enhancement Note: The required skills emphasize customer-centric mindset, strong communication, and problem-solving abilities, which are crucial for success in this role. The preferred skills highlight the importance of cultural sensitivity and familiarity with IT service management best practices.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:
- Case studies demonstrating successful customer support and incident resolution.
- Examples of collaborative projects with global IT teams, showcasing effective communication and problem-solving skills.
- Documentation of IT operations and AV support projects, highlighting attention to detail and process improvement.
Technical Documentation:
- Detailed process documentation for incident management, IT operations, and AV support.
- Evidence of continuous learning and skill development in IT support and operations.

💵 Compensation & Benefits

Salary Range: The salary range for this role in New Zealand typically falls between NZD 75,000 and NZD 95,000 per annum, depending on experience and qualifications. This estimate is based on market research and industry standards for IT support roles in New Zealand.

Benefits:

Upskill and grow in an area of passion while being fully supported and encouraged.
Join a dedicated and welcoming team in a trusted global leading organization.
Office-based with regional interface and occasional local travel.
Collaborative team environment with like-minded individuals.

Working Hours: 40 hours per week, with occasional out-of-hours work to assist global teams with network software and hardware upgrades.

📝 Enhancement Note: The salary range provided is an estimate based on market research and industry standards for IT support roles in New Zealand. The benefits listed highlight the company's commitment to employee growth and development, as well as a positive work environment.

🎯 Team & Company Context

Company Culture:

Industry: Pharmaceuticals and Healthcare
Company Size: Large (global organization)
Founded: 1892 (with a rich history and established reputation)

Team Structure:

The Technical Support team works closely with global IT teams to deliver services and support business initiatives.
The team is dedicated to maintaining strong customer relationships and ensuring high levels of satisfaction.

Development Methodology:

The team follows ITIL best practices for incident, problem, and change management.
They collaborate with global IT teams to ensure consistent service delivery and continuous improvement.

Company Website: MSD

📝 Enhancement Note: The company's large size and global presence offer opportunities for collaboration and growth within a well-established organization. The team structure and development methodology emphasize customer focus, collaboration, and continuous improvement.

📈 Career & Growth Analysis

Technical Support Career Level: This role is suitable for experienced IT support professionals seeking to advance their careers in a global organization. The role offers opportunities to develop skills in customer support, incident management, and global team collaboration.

Reporting Structure: The Technical Support Specialist reports to the Technical Support Manager and works closely with global IT teams.

Technical Impact: The role has a direct impact on customer satisfaction and business operations by ensuring timely resolution of incidents and effective management of IT infrastructure.

Growth Opportunities:

Upskilling: The company encourages employees to upskill and grow in their roles, providing opportunities for professional development.
Global Exposure: Working with global IT teams offers exposure to diverse cultures and technologies, fostering personal and professional growth.
Technical Leadership: With experience and demonstrated expertise, there may be opportunities to take on technical leadership roles within the team.

📝 Enhancement Note: The career level, reporting structure, and technical impact of this role are well-defined, offering clear opportunities for growth and development within the organization.

🌐 Work Environment

Office Type: The role is based in an office environment, with regional interface and occasional local travel.

Office Location(s): Auckland and Upper Hutt, New Zealand

Workspace Context:

Collaborative Workspace: The workspace is designed to facilitate collaboration and communication among team members and with global IT teams.
Modern Tools & Equipment: The team uses modern tools and equipment to ensure efficient and effective IT support.
Cross-Functional Interaction: The team works closely with other departments, such as manufacturing and logistics, to ensure seamless IT support across the organization.

Work Schedule: The role follows a standard full-time work schedule, with occasional out-of-hours work to assist global teams with network software and hardware upgrades.

📝 Enhancement Note: The work environment emphasizes collaboration, modern tools, and cross-functional interaction, fostering a productive and engaging workspace for IT support professionals.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to assess communication skills, customer focus, and understanding of the role.
Technical Assessment: A hands-on assessment of IT support skills, incident management, and problem-solving abilities.
Behavioral Interview: An in-depth discussion of past experiences, customer interactions, and teamwork scenarios.
Final Interview: A meeting with the hiring manager to discuss career aspirations, fit within the team, and next steps.

Portfolio Review Tips:

Highlight successful customer support cases and incident resolution examples.
Showcase collaboration and teamwork skills through global IT team projects.
Demonstrate attention to detail and process improvement through IT operations and AV support projects.

Technical Challenge Preparation:

Brush up on Microsoft Windows desktop, Microsoft Office Suite, and HP network printer support skills.
Familiarize yourself with ITIL best practices for incident, problem, and change management.
Prepare examples of successful customer support and incident resolution scenarios.

ATS Keywords: (See the comprehensive list of relevant keywords at the end of this document)

📝 Enhancement Note: The interview process is designed to assess customer focus, communication skills, and technical proficiency in IT support and operations. The portfolio review tips and technical challenge preparation guidance help applicants highlight their strengths and demonstrate their fit for the role.

🛠 Technology Stack & Web Infrastructure

IT Infrastructure:

Operating Systems: Microsoft Windows
Office Suite: Microsoft Office Suite
Printers: HP network printers
Manufacturing Devices: Handhelds, laptops, and scanner devices (e.g., barcode scanners, mobile computers)
AV Systems: Conference room systems, projectors, and audio-visual equipment

IT Management Tools:

IT Service Management (ITSM) tools (e.g., ServiceNow, BMC Remedy)
Remote monitoring and management (RMM) tools (e.g., ConnectWise, Kaseya)
IT asset management (ITAM) tools (e.g., ServiceNow, BMC Discovery)

📝 Enhancement Note: The technology stack and web infrastructure focus on Microsoft Windows-based systems, with a range of IT management tools to support efficient IT operations and customer support.

👥 Team Culture & Values

MSD Values:

Innovation: MSD encourages continuous learning and improvement, fostering a culture of innovation and curiosity.
Quality: The company is committed to delivering high-quality products and services, with a focus on customer satisfaction and excellence.
Integrity: MSD operates with the highest ethical standards, promoting transparency, honesty, and accountability.
Respect: The company values diversity, inclusion, and collaboration, fostering a culture of respect and appreciation for all team members.

Team Culture:

Customer-Centric: The Technical Support team is dedicated to maintaining strong customer relationships and ensuring high levels of satisfaction.
Collaborative: The team works closely with global IT teams to deliver services and support business initiatives, fostering a culture of collaboration and knowledge sharing.
Supportive: The team is dedicated to supporting each other's growth and development, creating a positive and inclusive work environment.

📝 Enhancement Note: The MSD values and team culture emphasize innovation, quality, integrity, respect, customer-centricity, collaboration, and support, creating a positive and engaging work environment for IT support professionals.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Incident Management: Managing a high volume of incidents and ensuring timely resolution can be challenging, requiring strong problem-solving skills and attention to detail.
Global Collaboration: Working with diverse global teams can present cultural and time zone challenges, demanding adaptability and effective communication.
AV Support: Troubleshooting and maintaining AV systems can be technically demanding, requiring continuous learning and skill development.

Learning & Development Opportunities:

Upskilling: MSD encourages employees to upskill and grow in their roles, providing opportunities for professional development and career advancement.
Global Exposure: Working with global IT teams offers exposure to diverse cultures and technologies, fostering personal and professional growth.
Technical Mentorship: The team provides opportunities for technical mentorship and knowledge sharing, fostering a culture of continuous learning and development.

📝 Enhancement Note: The technical challenges and learning opportunities highlight the need for strong problem-solving skills, adaptability, and a commitment to continuous learning and development in the IT support role.

💡 Interview Preparation

Technical Questions:

Customer Support: Describe a challenging customer support scenario and how you successfully resolved it.
Incident Management: Walk through the ITIL incident management process and explain how you would apply it to a real-world scenario.
Global Collaboration: Discuss a time when you worked with a diverse global team and how you ensured effective communication and collaboration.

Company & Culture Questions:

MSD Values: Explain how you embody MSD's values in your daily work and how you would apply them in this role.
Team Culture: Describe your experience working in a collaborative and supportive team environment, and how you would contribute to MSD's team culture.

Portfolio Presentation Strategy:

Customer Support Cases: Present successful customer support cases, highlighting your problem-solving skills and attention to detail.
Incident Resolution Examples: Demonstrate your ability to manage incidents effectively, following ITIL best practices.
Global Team Projects: Showcase your experience working with global teams, emphasizing your adaptability and communication skills.

📝 Enhancement Note: The interview preparation guidance focuses on customer support, incident management, global collaboration, and MSD values, helping applicants demonstrate their fit for the role and the company's culture.

📌 Application Steps

To apply for this Technical Support Specialist position:

Customize Your Application: Tailor your resume and cover letter to highlight your customer support, IT operations, and global team collaboration skills.
Prepare Your Portfolio: Showcase your successful customer support cases, incident resolution examples, and global team projects, demonstrating your problem-solving skills, attention to detail, and adaptability.
Research MSD: Familiarize yourself with MSD's history, mission, and values, and be prepared to discuss how you align with the company's culture.
Prepare for the Interview: Review the interview process, technical questions, and company & culture questions, and practice your responses to demonstrate your fit for the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

📌 ATS Keywords

Programming Languages:

Python, Java, C#, JavaScript, HTML, CSS

Web Frameworks:

React, Angular, Vue.js, Node.js, Express.js

Server Technologies:

Microsoft Windows Server, Linux (Ubuntu, CentOS), Apache, Nginx

Databases:

Microsoft SQL Server, MySQL, PostgreSQL, MongoDB, Redis

Tools:

IT Service Management (ITSM) tools (e.g., ServiceNow, BMC Remedy), Remote monitoring and management (RMM) tools (e.g., ConnectWise, Kaseya), IT asset management (ITAM) tools (e.g., ServiceNow, BMC Discovery), ITIL best practices

Methodologies:

ITIL, Agile, Scrum, Waterfall, DevOps, IT Service Management (ITSM)

Soft Skills:

Customer Service, Problem-Solving, Communication, Teamwork, Collaboration, Adaptability, Attention to Detail, Time Management, Leadership, Mentoring

Industry Terms:

Incident Management, Problem Management, Change Management, Release Management, IT Operations, IT Infrastructure, IT Service Delivery, IT Support, Customer Satisfaction, Customer Service, ITIL, Agile, Scrum, DevOps, IT Service Management (ITSM)

Job-Specific Skills:

Microsoft Windows desktop support, Microsoft Office Suite support, HP network printer support, IT Telecom room management, AV support, incident management, problem-solving, customer support, global team collaboration, IT operations, IT infrastructure management, IT service delivery, IT support, ITIL, Agile, Scrum, DevOps, IT Service Management (ITSM)

Technical Support Specialist