- Join a high-performing Managed Services team
- Solve complex technical challenges while building trusted customer relationships
- Flexible working and a strong focus on work‑life balance
Join Fusion5 as we continue to grow our Managed Services capability across New Zealand.
At Fusion5, we're more than a technology provider - we're Transformation Partners. We help organisations across Australia and New Zealand get more value, reliability, and confidence from their technology. Our Managed Services team plays a critical role in this, acting as trusted partners who ensure our customers' environments are stable, secure, and continually improving.
We're looking for an experienced Senior Service Specialist to join our Managed Services team. This is a hands-on technical role where you'll resolve complex issues, support and mentor others, and work closely with customers to ensure their technology enables business success.
About the Opportunity
As a Senior Service Specialist, you'll sit within our Managed Services team and act as a key escalation point for complex incidents. This role sits between first line support and specialist consulting teams, focusing on structured diagnosis, service stabilisation, and high-quality escalation. You'll take ownership of customer issues end‑to‑end, ensuring they're resolved effectively and sustainably, with a focus on long‑term outcomes rather than quick fixes.
This role goes beyond traditional service desk support. You'll build strong, trusted relationships with customers, proactively monitor and improve their environments, and help reduce recurring issues through smarter solutions and better ways of working. You'll also mentor Customer Support and Service Desk team members, helping lift capability and consistency across the team.
You'll work closely with Professional Services, Sales, and suppliers when deeper expertise is required, and you'll contribute technical insight during pre-sales and solution discussions where appropriate.
What You'll Do
This is a customer-facing, high-impact role that blends technical depth with service leadership. You will:
- Resolve complex incidents and service requests within the Managed Services environment, owning issues through to resolution or appropriate escalation
- Act as a technical escalation point and mentor for Service Specialists and Customer Support team members, improving troubleshooting and ticket quality
- Communicate clearly with customers during incidents and service disruption, managing expectations and providing regular, transparent updates
- Escalate specialist or project‑related work to Professional Services when required, ensuring clear technical context, evidence, and smooth handover
- Improve service outcomes by reducing repeat incidents and rework through structured diagnosis and corrective actions
- Maintain high‑quality technical documentation across customer environments and contribute to documentation standards and operational discipline
- Contribute technical expertise to pre‑sales activities, supplier engagement, and scoped project work where required
- Identify and drive improvements to processes, tools, and service delivery to enhance customer outcomes
- Work effectively in high‑pressure or time‑sensitive environments
What You'll Bring
We're looking for a technically capable professional who genuinely cares about customer outcomes. You'll bring:
- 2+ years' experience in a Managed Services, Service Desk, or IT Support environment
- Strong hands-on experience with Microsoft technologies, including Windows 10/11, Microsoft 365, Azure, SharePoint, OneDrive, and Active Directory
- Solid knowledge of Windows Server and workstation environments
- Working knowledge of Mac devices and troubleshooting
- Basic networking knowledge with the ability to troubleshoot network-related issues
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly
- A structured, logical approach to problem-solving and escalation
- A collaborative mindset and a genuine desire to mentor and support others
- Relevant certifications or formal technical qualifications (desirable but not essential)
- The legal right to live and work in New Zealand
What's in it for you?
At Fusion5, we believe customer success starts with our people. You'll be part of a supportive, inclusive Managed Services team where your expertise is valued and your development is encouraged. You'll enjoy:
- Flexible working arrangements and a strong focus on work-life balance
- Birthday leave, volunteer days, and regular team and company events
- Opportunities to grow your technical capability and progress your career
- A collaborative culture where customer success and teamwork come first
If you enjoy solving complex technical challenges, building trusted customer relationships, and making a genuine impact, you'll feel right at home at Fusion5. Join us and help deliver outcomes that go beyond - apply today.
About Fusion5
Fusion5 provides business solutions that add real commercial value to our customers. Our focus is on making potential reality for our customers, and our people. When it comes to technology, there is no such thing as 'one size fits all'. We ensure our customers are offered a choice when it comes to their technology solutions.
Fusion5 is proud to be a diverse, inclusive, and forward-thinking employer. We understand it’s essential to provide a workplace where our people are engaged, challenged, successful and happy, and we’ve created just that! Along with an extensive range of benefits and core values to be proud of, we’ll ensure you have every opportunity to make your potential, reality.
