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Customer Technical Engineer

2 months ago

Wellington City, New Zealand New Zealand Government Full time

Te tIma - The team
Our Customer Technical Engineers are our tier two support for our customers, providing second level support in person and remotely, as well as helping with desk and mobile set ups. We are a part of the wider Parliamentary Service team who lead and shape New Zealand's democracy.
Mo te tunga - About the role
In this role you will be responsible for the management and oversight of the enterprise desktop and mobile computing environments, including advanced level planning, testing, and troubleshooting. The primary focus of this role is maintaining a standardised platform for the various technologies in use, developing and maintaining desktop and mobile support standards and processes - including hardware, OS, SOEs, images, patch/update testing and deployment. The role also serves as an escalation point for the Customer Technical Analysts (Service Desk). You will visit our customers mainly in person on precinct but also support the ECO offices around the country remotely.

**Nga haepapa - Responsibilities**:

- Assist all users with any logged IST-related incident
- Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible
- Escalate incidents to other support teams where necessary
- Accurately record, update and document requests using the IT service desk system
- Keep customers updated on the progress of both incidents and requests
- Assist with non-hardware incidents or requests that cannot be completed by phone or remote support
- Install and configure new IT equipment
- Safely and securely dispose of IT equipment
- Provide end user devices provisioning and logistics, including mobile devices
- Carry out basic network port and outlet patching
- Support all aspects of Parliamentary Precinct onsite stock management including procurement, asset, stock level and break/fix management
- Proactively floor-walk to act as the eyes and ears for IST
- Be available for on-call duty and extended hours rostering (to 11pm on sitting days)
- Provide support for Out-of-Parliament staff and offices including incident and request management
- Maintain a first-class level of customer service ensuring all customers are treated efficiently and in an appropriate manner.

**To kete - What you will bring to the role**:

- Intermediate/advanced IT knowledge and experience (a minimum of three years) is required
- Experience supporting Microsoft Desktop Operating Systems including Windows 10
- Experience with iOS and Android mobile Operating Systems.
- Excellent knowledge of desktop and mobile computing hardware
- Excellent knowledge of hardware internal components.
- Hands-on hardware troubleshooting experience
- Understanding of IT products and services to a level to be able to deliver basic training to customers
- Knowledge of Active Directory including Users and Computers
- Knowledge of networking, Wi-Fi, VPN's, switching and routing
- Able to work flexibly in an on-call/roster system

Why work for Parliamentary Service?
- The team is interesting and gearing up for the election in 2023
- We offer a thorough induction, on-going development and excellent working conditions
- We offer a range of benefits including five weeks annual leave, access to an on-site gym and pool, learning and development opportunities and flexible working arrangements. Our ever-changing environment we work in allows us to be part of the action at Parliament including attending question time, select committees and other key events

The appointing salary range for this role is $79,517 to $87,793 per annum. Appointments will be based on skills and experience (please note, the full salary range extends beyond this to allow for tenure progression).
Applications closes at midnight on Friday, 21 July 2023.

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