Intermediate IT Support Engineer

Plexure are looking for an Intermediate IT Support Engineer to join the team! You'll become part of a global, growing SaaS company at an exciting point in their growth journey. Based in Auckland CBD, you'll enjoy 1 WFH day each week (after the initial onboarding period) + lots of lovely benefits (more on those below).

Who are we?

• Plexure redefines the customer experience and drives results through personalized mobile marketing and next-generation loyalty programs for household names such as McDonald's.
• Our industry-leading customer engagement platform has over 300 million users in 65 countries around the globe.

What will you do?
You’ll be responsible for both operational support and build work that drives improvements across Plexure’s IT environment.

You will:

• Manage support tickets and day-to-day operational maintenance including troubleshooting application and device issues and managing user access
• Maintain IT systems, infrastructure, and cloud environments to ensure reliability, performance, and a high-quality user experience
• Engage with stakeholders across the business to gather requirements and implement targeted solutions
• Collaborate closely with our Platform Engineering teams to align on infrastructure, tooling, and reliability
• Support initiatives across business application deployments, security uplift and reducing manual effort (TOIL)
• Tools & environment: Microsoft 365, Entra, the Atlassian suite, Netskope, Avanan, and PowerShell

Key areas of focus include:

• End-user support & IT operations
• Resolve support tickets and service requests across hardware, networks, software, and cloud environments
• Monitor system health, performance, and user experience, identifying trends and opportunities for improvement

• Incident & service management
• Support incidents end-to-end (triage → resolution → post-mortem)
• Security & access management
• Manage identity and access controls
• Automation & continuous improvement
• Automate repeatable tasks using PowerShell to reduce TOIL and improve operational efficiency
• Explore new tools, including AI, to enhance IT capabilities

What are we looking for?

• Experience in an IT support role
• Solid understanding of M365, including identity management using Entra
• Working knowledge of cloud environments (Azure, AWS, or GCP), including the ability to provision cloud resources
• Strong communication and stakeholder engagement skills, including the ability to explain technical concepts to non-technical audiences
• Someone collaborative, proactive, and invested in their own learning and development

What's in it for you?

• Paid wellness days! You'll get 4 each year + a paid day off in the month of your birthday.
• Ongoing career development and support- Receive ongoing coaching from your manager and a $2,000 yearly training budget to use towards upskilling yourself!
• Work from home allowance - we'll give you a one off payment of $1,000 to help you get set up at home. Plus, you'll have access to staff discounts at PB Tech to help your dollars go further.
• Fully paid health insurance for yourself and discounts for family members (Southern Cross - Wellbeing 2).
• We've got you covered with life insurance and illness or injury income protection too.
• Hospitality benefits - grab a free lunch or dinner in one of Sky City's restaurants (twice a year!) + you'll have a monthly credit at TANK.
• Summer hours! If there's nothing pressing left to do on a Friday arvo, finish up at 1:00pm (December - February).
• Free Udemy subscription– choose from more than 200,000 available courses online!
• Mental wellbeing support for you and your family such as EAP services through Workplace Options.
• We arrange a company-wide volunteering day once a year (paid of course).
• Subsidized parking in the garage of our office building.
• A brand new office and an active social club that organizes events each month.

Why do our employees love working for Plexure:

• "I collaborate with a lot of teams across the business and have gained a lot of exposure to different areas."
• "We use state of the art cutting edge technology. It is great to work with different technologies."
• "You get appreciation for the work you do. I receive recognition from my leadership, peers and clients. I feel valued."
• "We are a very diverse team - we have people from all over the world! We work hard but also like to have fun."