Data Centre Support Specialist - Auckland, Christchurch, Hamilton, Wellington - 60806 - Spark

General information

Location

Auckland, Christchurch, Hamilton, Wellington

Expertise

Administration, Contact Centre, Technology

Job Level

Entry, Graduate, Experienced

Employment Type

Permanent full-time

Close Date

10-Jun-2025

Ref #

60806

Description & Requirements

Spark NZ

As New Zealand's largest telecommunications and digital services company, Spark's purpose is to help all of New Zealand win big in a digital world. We provide mobile, broadband, and digital services to millions of New Zealanders and thousands of New Zealand businesses.

We operate in an exciting and constantly evolving industry, where the pace of change brings new and unique challenges every day, so we operate using Agile ways of working to allow us to meet the fast-changing needs of our customers. Agile replaces the traditional hierarchical organisational structure to produce a transparent, collaborative environment with highly productive teams who are empowered to deliver better outcomes for our customers, communities, and all of New Zealand.

About the Role:

The Support Specialist is the key point of contact for managing customer interactions, requests, and service queues. This role ensures smooth communication across teams while maintaining high service standards and operational efficiency. They handle data centre access, remote hands and eyes support, contractor coordination, and support auditing and certification activities.

Day to day you will be involved in:

Manages customer interactions ensuring accurate logging, tracking, and reporting of customer issues and service requests
Oversees service request queues, prioritising and allocating tasks to meet SLAs
Handles data centre access requests, ensuring compliance with security and operational protocols.
Works closely with the Operations team to coordinate and manage remote hands and eyes requests.
Manages customer and contractor quoting processes, ensuring accuracy and timely delivery.
Organises and coordinates contractors to support data centre operations and maintenance.
Supports auditing and certification activities by maintaining accurate records and assisting with compliance requirements.
Monitors and reports on queue performance, identifying trends and areas for improvement supporting continuous improvement initiatives to enhance customer experience and service delivery.
Maintains clear and professional communication with customers, keeping them informed of progress.

What experience you'll bring?

Experience in customer support, service coordination, or a similar role.
Strong organisational skills with the ability to manage multiple tasks and priorities.
Knowledge of ticketing systems, queue management, and service level agreements (SLAs).
Experience handling access management and security protocols in a data centre environment.
Experience with auditing, certification support, and compliance processes
High attention to detail and ability to work under pressure in a fast-paced environment.
A proactive mindset with a focus on improving processes and customer satisfaction.

WHY CHOOSE US:

Diversity and Inclusion: Te Kanorau me te Whakawhāiti mai

At Spark, we are constantly looking for ways to build a more inclusive culture.  Our vision is for diversity and inclusion to be "how things are done at Spark", embedded into our day-to-day activities, standards, and business practices.  We want you to feel totally comfortable bringing your whole self to work regardless of your gender, ethnicity, orientation, age, or ability.

Sustainability: Toitū

Sustainability is a key focus for us.  We are dedicated to supporting Aotearoa New Zealand's recovery and economic transformation.  The principle of equity is at the very heart of our approach, and we remain committed to working in partnership to make a positive contribution to digital equity in line with our focus on Diversity and Inclusion.

Benefits: Awhina

Our people matter and we make sure we look after them. As a valued employee of Spark, we've got our people covered with a range of leading benefits including:

Wellbeing - Comprehensive medical insurance, life and income protection.  Access to wellbeing coaches, EAP and in-house Specialist Clinical support through our leading Mahi Tahi Wellness programme.

Hybrid ways of working - for most teams at Spark this means being in the office for 4 days a week, and 1 day being flexible.

Leave - in addition to four weeks annual leave, we offer purchased leave, enhanced parental leave support and study leave.

Spark Credit – we provide permanent employees with $120 monthly Spark credit to use on any of our amazing products.

Spark Share scheme – periodically we offer the opportunity to buy into our share scheme.

Career development – access to an internal marketplace that connects employees with experiential, on the job learning across Spark.

Due to the nature and urgency of this role, we are only considering applicants that are based in New Zealand with permanent residency, citizenship, or a valid work visa (with at least 18 months remaining).

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