Technical Support Engineer

Gallagher Group

Gallagher Group

IT, Customer Service
Hamilton, New Zealand
Posted on Friday, February 9, 2024

About Gallagher

Our purpose at Gallagher is ‘Protect what matters most’ and we live it every day. Not only does our technology protect some of the world’s highest security environments and agriculture businesses but our purpose also means we care deeply about our people and their families.

Gallagher has operations in New Zealand, Australia, Asia, Africa, USA, Canada, the UK, and Europe and exports to over 160 countries. Our culture is entrepreneurial in spirit, complex, challenging and ever-changing and the business offers New Zealand based candidates unrivalled globally focused career paths.

We have established a dedicated business unit within the greater Gallagher corporate to bring dynamic and innovative thinking to the security space. With a solid investment in R&D and innovation, we have high ambitions for momentous growth over the next few years, and we need the right people in the right places to help us get there. So, come and be part of a genuine New Zealand success story, building new products targeting a global audience.

The Opportunity

Join our Global Tech Support Team and be the first point of contact when customers or Channel Partners require technical assistance. This role ensures our customers and stakeholders globally receive world-class technical support for their Gallagher Security products. This role is located at our head office in Melville, and as we support several global time zones, you will be required to work a rolling shift pattern between 7am and 11:30pm, including some public holidays. There are also some on-call responsibilities to cover weekend shifts with a rostered day off the week after your on-call shift.

As part of #TeamGallagher you will

  • Deliver accurate and timely resolutions to support calls and emails, with a particular focus on creating positive and consistent customer experiences for our customers.
  • Undertake root cause analysis techniques so issues are clearly defined and understood.
  • Continuously learn, gain knowledge, and develop skills regarding Gallagher Security products, customers, and processes.

To be considered for this role, you will have

  • Strong understanding of IS networking and device troubleshooting.
  • Prior experience in a help desk or customer service-based environment
  • Knowledge of Access Control Systems would be advantageous.
  • Team-focused with the ability to work together to achieve common goals.
  • Customer-focused with good communication skills both written and verbal. Respects and works well with others. Commits self to delivering high standards of customer service.

Why Gallagher?

You’ll be joining a responsive future focused team with a supportive, flexible work culture. It’s the culture at Gallagher that results in 94% of our people saying they are proud to work here.

We care about supporting our people to grow and learn, so we host regular development seminars, our people attend conferences, and on the job we work with customers who encourage us to push the boundaries every day. We also offer:

  • Competitive Salary and Bonuses
  • Flexible hours & hybrid work arrangements; Full trust working environment that enables you to work in whichever way best achieves positive outcomes for your team
  • When you’re in the office, we have free parking, subsidised on-site café and great eateries nearby
  • Discounts at Health, Fitness and Childcare providers, and free flu vaccinations
  • Superannuation contribution up to 5%
  • Student Loan Repayment Assistance Scheme
  • Access to our community giving programme, enabling you to do some volunteer work, ask Gallagher to donate to an organisation you’re involved in, or take part in a corporate challenge
  • Plenty of fun along the way; Team building events, inspiring guest speakers, and team lunches.

Growth at Gallagher is constant, and we are building our team with like-minded individuals who relate to our story so that together we can continue to push the boundaries of what is possible.

Applications will be reviewed as they are received and an appointment to the position may be made prior to the listing closing – so apply now.