IT Support Engineer

Last updated 16 days ago
Job Type:Full Time

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

As part of the Xero Internal IT team, you will be responsible for providing technical support to Xero’s rapidly growing internal user base. As this is a user-facing role, you will be a highly visible representative of our team in helping to provide Xero’s with the tools they need to do the best work of their lives.

What you'll do:

  • Diagnosing, investigating and resolving technical incidents and problems.
  • Identifying the underlying root cause of incidents.
  • Prioritising quick responses and setting expectations with users.
  • User lifecycle management and general user administration.
  • Provide support for internally used applications.
  • Maintain documentation for support and operational processes and issues.
  • Liaise with Xero’s 3rd parties as and when needed to resolve technical issues.
  • Work autonomously within the team, contributing to team goals and spirit.
  • Assist others as needed to ensure overall service objectives and team targets are achieved.
  • Contribute to continuous improvement by making suggestions to improve systems, processes and procedures.
  • What you’ll bring with you:

  • Knowledge of operating systems and hardware, both Windows & Mac.
  • Experience in Active Directory, G Suite, Okta and other cloud applications.
  • Past experience working within an ITIL aligned helpdesk system and infrastructure.
  • A logical problem solver.
  • Excellent interpersonal and customer service skills.
  • Working well in a team environment.
  • Multi-tasking & time management skills.
  • Ability to think outside the box when traditional problem solving methods cannot be applied.
  • Why you should become a Xero

    It’s a diverse and inclusive environment, with people who will respect, challenge, support and mentor you to do the best work of your life. We’re a place where innovation and change are not only encouraged but also celebrated. We value our people and want them to enjoy and take pride in their work.

    We’re very supportive of flexible working arrangements and offer a competitive remuneration package including shares and life insurance, in addition to your base salary. We have a culture we’re proud of. Whether you're after a workplace with a social vibe, or a workplace which understands your family is priority - Xero is all of that and more.

    Thank you for your interest in joining Xero!

    Xero will be closed for our annual end of year shutdown between Friday, 25th of December 2020 - Sunday 17th of January 2021. We will follow up on your application as soon as possible upon our return.

    We thank you in advance for your patience and understanding and wish you a safe and happy New Year.

    Take care, The Xero Talent team.

    Xero is an NZ Immigration Accredited Employer and Rainbow Tick certified too.

    Please include a cover letter in your application, telling us why you’re a great fit for this position.