AI Knowledge Agent - Ko Taku Reo
Microsoft 365 • SharePoint • AI Enablement • User Support Automation
View details →IT Support engineer
Keeping systems reliable and users productive.
I support and maintain modern workplace environments, resolving escalated issues with a structured, user‑first approach. My work focuses on stability, security, and long‑term fixes; not just quick wins.
About
I’m a Level 2 IT Support Engineer with hands‑on experience supporting Microsoft 365, cloud identity, and end‑user environments. I focus on diagnosing complex issues, reducing repeat incidents, and improving the reliability of the systems people depend on every day. This site highlights my professional experience, technical focus areas, and approach to support engineering.
Projects
Recent work demonstrating technical depth and product thinking.
Modern Workplace Transformation – Marian College
Active Directory Migration • Intune • SharePoint Online • Cloud Modernisation
View details →Windows Autopilot Deployment – Ko Taku Reo
Windows Autopilot • Intune • Device Provisioning • Zero‑Touch Deployment
View details →Work Experience
Recent roles and responsibilities. View the full timeline for earlier experience.
Support Engineer Level 2 (Escalations) · New Era Technology
May 2026 — Present
Provide advanced remote and onsite support for complex client issues across networks, systems, applications, endpoints, and installations. Own escalated hardware, software, network, and service delivery issues from triage through to resolution while keeping communication clear across Service Desk, Support Engineering, and Systems Engineering teams.
Support SLA and service delivery targets by prioritising escalations, identifying recurring issues, and contributing to practical resolution plans. Mentor Support Engineers during complex tickets, rollouts, handovers, and escalation reviews, and deliver Level 1 and Level 2 training across the South Island to improve technical capability and process consistency.
IT Support Engineer (Level 2) · New Era Technology
Jun 2025 — May 2026
Provided advanced technical support across Tier 1, Tier 2, and Tier 3 support functions within a modern Microsoft 365 environment. Resolved complex incidents related to identity, devices, cloud services, and user access while maintaining a strong focus on root‑cause analysis and long‑term resolution.
Delivered training sessions for staff, supported capability uplift and improved system adoption, and helped reduce repeat incidents. Acted as a point of escalation for technical issues and contributed to continuous improvement initiatives across support processes and tooling.
IT Support Engineer (Level 1) · New Era Technology
Mar 2022 — Jun 2025
Provided frontline technical support for users across a broad range of IT services and systems. Handled incident and service requests related to Microsoft 365, devices, accounts, and applications, troubleshooting issues and escalating when required.
Built a strong foundation in structured troubleshooting, documentation, and customer‑focused support while working closely with senior engineers. Gained hands‑on experience supporting modern workplace environments and contributing to larger technical initiatives and transformation projects.
Contact
Open to new opportunities in IT support, cloud operations, and technical problem‑solving roles.
josh.dobson@outlook.co.nz