Customer Support Engineer

Te Tūranga – The Role

Tait is a global industry leader in critical communications, and as our company grows, we're excited to open the opportunity in our Christchurch Head Office for a Customer Support Engineer to join our essential business services team in our Service Management Centre (SMC) area.

In this role you will provide remote (online or by phone) technical support to our client's critical communication systems and networks, through the management of network events and incidents from start to resolution. Our Service Management Centre provides 24/7 support; our shift team is working on a rostered 4-on 4-off shift pattern which includes both day and night shifts, this role is for business hours 5 days per week and do NOT require to be on roster, but you may be asked to cover shift when we are short-staffed.

Key Responsibilities

• Serve as Level 2 Support in a Network Operations Centre (NOC) environment supporting critical communications for public safety, transport, and utility clients worldwide.
• Provide IP network troubleshooting and incident management, including routing, switching, VPN, firewall, and connectivity issues across multi-vendor environments.

• Perform deep-dive IP diagnostics using tools like Wireshark, tcpdump, traceroute, and SNMP monitoring to analyze latency, packet loss, jitter, and throughput issues across WAN, LAN, and VPN links.
• Troubleshoot complex IP routing and switching scenarios involving static routes, dynamic protocols (e.g., OSPF, BGP), NAT translations, VLAN trunking, and link aggregation, ensuring high availability and minimal service disruption for mission-critical systems.
• Conduct remote troubleshooting of LMR (Land Mobile Radio) systems, including P25 and DMR technologies, identifying and resolving radio infrastructure and subscriber issues.

• Conduct Site Acceptance Testing (SAT) to validate network and radio communication systems prior to full deployment.
• Facilitate knowledge sharing and training sessions for Level 1 support teams, ensuring smooth escalation processes and effective incident handling.
• Maintain and regularly update comprehensive technical documentation, configuration records, and SOPs to support ongoing service delivery.
• Use Tait's Managed Service tools to monitor, correlate, and resolve service issues proactively, including alarms, logs, and fault diagnostics.
• Perform regular backups and configuration management of network and radio devices to prevent data loss and facilitate rapid recovery

• Manage and resolve network and radio communication incidents, ensuring effective and timely communication with internal and external customers
• Escalate complex issues to Level 3 support or vendors, while retaining ownership and accountability until resolution.
• Maintain detailed and accurate technical documentation and reports in alignment with ITIL-based IT Service Management (ITSM) processes.
• Collaborate across cross-functional teams to ensure continuous service improvement and knowledge sharing.
• Support pre-deployment network testing, service validation, and customer training when required.

Ō pūkenga – About You

We're looking for a disciplined, analytical problem-solver who thrives in high-stakes environments. The ideal candidate will be a team player with strong technical foundations in both IP networking and radio communications, and a passion for customer service.

Essential Qualifications and Experience

• Bachelor of Engineering in Telecommunications or Computer Science or NZQA Level 5 or 6 Diploma or higher in Telecommunications, Networking, Electronics, or IT Support.
• Minimum of 5 years' experience in a technical support, NOC, or service desk role within a mission-critical or telecommunications environment.
• In-depth understanding of IP networking, including:
• • OSI model and layered network design
  • IP addressing (IPv4/IPv6), subnetting, NAT/PAT
  • Core protocols such as TCP/IP, DHCP, DNS, ICMP, ARP
  • Layer 2 and Layer 3 technologies: VLANs, STP, OSPF, BGP, RIP, EIGRP
  • Experience with firewalls, VPNs, and network security
  • Familiarity with Wireshark, SNMP-based monitoring, and traffic analysis
• Proven experience managing and resolving IP and RF network incidents
• Hands-on experience with Land Mobile Radio (LMR) systems such as P25, DMR, or similar RF technologies
• Strong customer service and communication skills, both written and verbal
• Skilled in general IT tools including Microsoft Office, Google Workspace, browsers, remote desktop, and ITSM platforms

Preferred Certifications

• ITIL 4 Foundation certification (required or in progress)
• CCNA or higher (e.g., CCNP, CCIE)
• Fortinet Network Security Expert (NSE) certifications, such as NSE 4 or higher (advantageous)

Ngā painga – What's in It for You?

We are an employer that is committed to making a difference for families and communities and supporting people to build rewarding careers. We achieve this through employing people who connect with our Values (Commitment to listen. Courage to Act and Integrity to Deliver) that underpin our way of working together. We are committed to investing in our people, developing both individuals and teams to support a high-performance culture.

• We prioritise your wellbeing through health insurance, annual flu vaccinations and extra sick leave in your first year.
• We provide a comfortable work environment through modern office facilities with free onsite parking, gym, and café.
• We recognise your commitment through long service benefits.
• We balance work with fun through our active social club!

Ko wai mātou - About Us

For more than 50 years, Tait Communications has been designing, delivering, and supporting critical communications networks for public safety, transportation and utility customers around the world. Founded in Christchurch by Sir Angus Tait, we now have a network of customers and offices that spans the globe.

Our employees value being part of a creative team committed to providing technological solutions that make a real difference to the communities we support. By joining Tait, you'll be joining a community of people with a wealth of knowledge and expertise, who care deeply about their work and the genuine impact it has for our customers, and who support each other to grow and develop.

Ko koe pea tēnei? - Sound like your kind of role?

If you are looking to take that next step in your career and are ready to work for a high performing organisation, alongside talented people who take pride in delivering great results, apply now with your CV and cover letter!

Applications will be assessed as they are received, and your CV will be held unless you contact us to requesting this to be removed:

Applications will close Friday 10 July 2025.