Customer Technical Engineer

2 weeks ago

Wellington, Wellington, New Zealand Parliamentary Service Full time

Te tĪma | The team:

If there is one thing that we pride ourselves on above all else, it is our people, who are literally world-class. To support these wonderful people who lead and shape New Zealand's democracy, is the Parliamentary Service. As a core function of this support is the IST team comprised of many different business units and experienced people.

You will be part of the IST Customer Service unit that is responsible for the quality of IST service and support to its customers and champions a customer service focus across the IST Group and outsourced service providers.

Mō te tūnga | About the role:

Due to secondments in the team, we are looking to fill this position on a fixed term basis until December 2025. This role will:

  • Assist customers with IST-related incidents, diagnosing and resolving software (Windows 10/11) and hardware issues while keeping customers updated on progress.
  • Take ownership of incidents, implementing temporary or permanent fixes and escalating to other support teams as needed.
  • Accurately document requests in the IT service management system and manage incidents that require in-person or remote support.
  • Install, configure, update records and safely dispose of IT equipment while managing logistics for devices, including mobile devices.
  • Support stock management in the Parliamentary Precinct, including procurement and break/fix tasks.
  • Maintain high customer service standards by collaborating effectively across Parliamentary Service and fostering a customer-focused team culture.
  • Provide support and guidance for our team of Customer Technical Analysts, helping with knowledge sharing and training.

Tō kete | What you will bring to the role:

  • Technical Expertise: Advanced knowledge and experience in Microsoft Desktop Operating Systems (Windows 10/11), Microsoft Office/M365, InTune, ServiceNow, macOS & iOS, and Android.
  • Hardware Proficiency: Strong understanding of desktop/mobile hardware, internal components, and hands-on troubleshooting experience.
  • Systems Knowledge: Familiarity with Active Directory & other on-prem services, printing, networking concepts (Wi-Fi, VPNs, switching, routing), and the ability to perform remote troubleshooting.
  • Adaptability & Learning: Quick learner of new technologies with a self-starter attitude; able to work independently and collaboratively.
  • Interpersonal Skills: Excellent communication and customer service skills in person and written, capable of presenting technical information in user-friendly terms.
  • Resilience & Teamwork: Ability to thrive under pressure in a dynamic environment while maintaining cooperative relationships as a strong team player.
  • Security Clearance: Ability to obtain and maintain a minimum of confidential level National Security Clearance. Please check your eligibility here and attach your eligibility status to your application.

Why work for Parliamentary Service?

We offer a range of benefits including 5 weeks annual leave, access to an on-site gym and pool, learning and development opportunities and flexible working arrangements. Our ever-changing environment allows us to be part of the action at Parliament including attending question time, select committees and other key events. We offer a thorough induction, ongoing development, and excellent working conditions.

The appointing salary range for this role is $81,107 - $89,549 per annum. Appointments will be based on skills and experience (please note, the full salary range extends beyond this to allow for tenure progression).

Me pēhea te tuku tono| How to apply

Applications close midnight Friday 18th of April 2025. All applications must be made online. If this is not possible or to arrange a confidential kōrero, please contact Fredwyn Kisona on fredwyn.kisona@parliament.govt.nz

Please note: We will be screening applications as we receive them to move swiftly to interview shortly after the advert closes. Depending on application numbers, this date may change. You may be asked to complete a pre-interview screen via phone or video. Applicants must hold a minimum of a Residency level visa.

If you have any support or access requirements, we encourage you to tell us when you apply so we can assist you through the recruitment process.

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