IT Support

Level 1/2 IT Support Analyst Location: Auckland (with travel to Hynds sites as required) Reports To: IT Infrastructure Manager Team: Information Technology Position Purpose The Level 1/2 IT Support Analyst is responsible for providing frontline IT support to Hynds employees across manufacturing sites, branches, distribution centres, and corporate offices.

This role ensures staff can effectively use technology by delivering timely support for devices, applications, Microsoft 365 services, network connectivity, and business systems. The role is a key contributor to maintaining reliable, secure, and efficient IT services while supporting Hynds' digital transformation and operational technology initiatives.

Key Responsibilities

Service Desk End User Support Provide Level 1 and Level 2 technical support for incidents and service requests. Troubleshoot issues relating to Windows devices, Microsoft 365, printers, mobile devices, and business applications. Respond to support tickets within agreed service levels and provide regular communication to users.

Escalate complex issues to Infrastructure, Security, or Applications teams when required. Maintain accurate documentation of incidents, requests, and resolutions. User Device Administration Provision and support laptops, desktops, mobile phones, tablets, and peripheral equipment. Assist with onboarding and offboarding activities including account creation, device deployment, and access management.

Support Microsoft Intune, Autopilot, and endpoint management processes. Manage password resets, MFA setup, and user account administration. Microsoft Cloud Services Support Support Microsoft 365 services including Outlook, Teams, SharePoint, OneDrive, and Office applications. Assist with Microsoft Entra ID and Active Directory administration.

Support cloud-based applications and identity services used throughout the business. Site Operational Technology Support Provide support to manufacturing plants and branch locations for devices, network connectivity, printing, and operational systems. Assist with troubleshooting issues impacting factory operations and site productivity.

Coordinate with vendors and internal teams to resolve business-critical incidents. Continuous Improvement Create and maintain knowledge base articles and user guides. Identify recurring issues and recommend improvements to processes and technology. Participate in IT projects, system upgrades, deployments, and technology rollouts.

Skills Experience Essential Experience in an IT Helpdesk or IT Support role. Strong troubleshooting skills across Windows desktop environments. Experience supporting Microsoft 365 applications. Basic knowledge of Active Directory, Microsoft Entra ID, networking, and device administration. Excellent customer service and communication skills.

Ability to manage multiple priorities and work effectively under pressure. Desirable Experience with Microsoft Intune and Autopilot. Exposure to manufacturing, industrial, or operational technology environments. Understanding of cybersecurity best practices. Experience using ServiceDesk Plus or similar ITSM platforms.

Microsoft certifications or relevant IT qualifications. Why This Role Matters This position helps ensure Hynds employees can effectively use technology to serve our customers, operate our manufacturing facilities, and deliver business outcomes. The role provides a critical foundation for maintaining operational stability while supporting the organisation's ongoing investment in cloud services, cybersecurity, modern workplace technologies, and digital transformation.