ICT Support Engineer

ICT Support Engineer (Remote – New Zealand Support | India-Based)

About Us:
Xtreme Productivity is a dynamic and forward-thinking digital services organisation that specialises in delivering progressive technology solutions for our clients using only the best Microsoft D365 and Power Platform technologies. We work exclusively with not-for-profit and charitable organizations to maximize their impact. By leveraging our talented team's technical expertise and passion for impact, we help mission-driven organizations streamline operations, improve efficiency, and reduce costs—so they can focus on what truly matters.

When you join Xtreme Productivity, you become part of a team dedicated to making a real difference. Our teams operate from several locations including New Zealand, Australia, India and Canada, delivering technology solutions that drive positive change. We believe in productivity anywhere and offer our team flexibility to balance work and life. We pride ourselves in providing a workplace that values diversity, equity and inclusion.

Location: Remote
Experience: 5+ years
Shift time: 1.30am – 9.30am IST (The shift timing will align with the New Zealand time zone to provide seamless support from India.)

Key Responsibilities

· Take full ownership of technical support cases and work with clients from initiation through resolution.

· Respond promptly to client inquiries, providing effective technical assistance and ongoing support.

· Troubleshoot and resolve issues across Microsoft Azure services, including:

o Entra ID user, group, role, and access management

o MFA, Conditional Access, and sign-in troubleshooting

o Password resets, account lockouts, and access recovery

o Azure Virtual Network basics: subnets, NSGs, VPN basics, routing issues

o Azure Storage: access, permissions, connectivity, shared access (SAS) issues

o Backup and recovery: Azure Backup, recovery troubleshooting

o DNS and domain support

o Security and compliance basics: Secure Score checks and security recommendations

o Ticket escalation coordination with internal engineers

· Diagnose and resolve computer and telephony issues, delivering remote support and coordinating on-site support in New Zealand when required. This includes desktops, laptops, mobile devices, printers, scanners, and other ICT equipment.

· Troubleshoot and resolve website-related issues, including technical errors, content loading problems, and DNS changes.

· Support and manage Microsoft SharePoint, including:

o Team Site and Document Library setup

o Permissions management

o Layout and configuration changes

· Assist users with software-related queries across their ICT environments.

· Set up and configure new users, accounts, and equipment.

· Carry out proactive system updates, maintenance, and security checks.

· Manage assigned projects and program components to deliver services in line with established objectives.

· Maintain accurate documentation, including XP’s knowledge base and client-specific records.

Qualifications

· Degree in Information Technology or an equivalent qualification

· Azure Fundamentals (AZ-900) – required

· Microsoft 365 Fundamentals (MS-900) – required

· Azure Administrator Associate (AZ-104) – desirable

· Microsoft 365 Administrator Expert (MS-102) – desirable

Skills & Experience

· Advanced working knowledge of Microsoft technologies, particularly Azure

· Experience with Microsoft Dynamics CRM or solution implementations is an added advantage

· Strong expertise in Windows Operating Systems, Microsoft Office, and commonly used end-user software

· Excellent communication skills with the ability to engage effectively with both technical and non-technical stakeholders

· Strong analytical and critical-thinking skills to identify, resolve, and prevent technical issues

· Outstanding time-management and task-prioritisation abilities

· Strong organisational skills with the ability to multitask in a small, global business environment

What We Offer

· Fully remote work opportunity

· A fast-paced environment, varied work and supportive teammates

· Microsoft certification training and continuous investment in your professional development

· A fun, inclusive, and supportive work culture where everyone feels valued and part of the family

· The opportunity to use your skills to help not-for-profit and charitable organisations achieve their technology goals and make a real difference

For more information about Xtreme Productivity and to apply for this position, please visit our website.