Support Engineer (Team Lead)

What we're looking for 

We’re looking for a hands-on Support Engineer with Team Leader responsibilities to lead our NZ Tech Support team, delivering support to local and global SME customers.

This is a office-based, player-coach role — you’ll lead from the front, combining strong technical capability with the ability to guide, mentor, and elevate the team. You’ll be equally comfortable resolving complex issues as you are shaping team performance and customer experience.

You’ll be passionate about technology and customer service, with a track record of operating in a service desk environment (ideally within an MSP). You bring at least 2 years’ experience in a leadership or senior support role, and you know how to influence, coach, and motivate engineers while staying close to the technical detail.

Creating a high-performance, learning-focused culture is key. You’ll drive standards, challenge thinking, and help the team continuously improve.

Training and development are actively supported across the business.

We pride ourselves on teamwork with diversity where everybody’s voice is heard and valued – across all levels of the business. We believe in delivering innovation by approaching situations with a positive and can-do attitude, challenging assumptions and finding the best way to achieve our goals as a team.  

Key Accountabilities 

• Lead, mentor, and develop engineers across technical, customer service, and behavioural capability
• Act as a senior escalation point, owning and resolving complex technical issues
• Stay hands-on — actively work tickets, support customers, and assist during peak periods
• Manage ticket flow and workload distribution to optimise team performance
• Drive quality through regular ticket, technical, and customer experience reviews
• Foster a culture of accountability, continuous improvement, and strong customer outcomes
  

Knowledge & Experience 

• 2+ years in a senior support or team lead role (MSP experience preferred)
• Strong hands-on technical capability across:
  • Microsoft 365
  • Microsoft Azure (identity & core infrastructure)
  • Networking fundamentals
  • Windows 11 and Apple macOS
• Comfortable balancing technical delivery with people leadership

Culture & Benefits 

We pride ourselves on a team where everyone contributes and improves together. We value people who challenge assumptions, take ownership, and bring a positive, pragmatic approach to solving problems.

We are committed to creating great jobs for great people, and provide:

• Funded Training & Development – fully paid certifications and technical training days
• Flexibility – flexible working, strong leave entitlement, and paid parental leave
• 25 days annual leave + long service leave
• Quarterly Bonus – based on individual, team, and company performance
• Subsidised Gym Membership
• Social Club – regular team events
• Great Office Environment – modern workspace, snacks, drinks, and downtime areas
  

About us 
We simplify the complex and help customers get the most out of Microsoft Cloud. From strategy and design through to delivery and 24/7 support, our team enables organisations to operate smarter, faster, and more securely.

 
More details on our company can be found on our careers page: https://virtuoso.tech/nz/careers/