Support Engineer, Sector Digital Channels, Data and

7 months ago

New Zealand Te Whatu Ora - Health New Zealand Full time

Join Health New Zealand - Te Whatu Ora at a key time of change where you will meaningfully contribute to our kaupapa of creating a more equitable, accessible, cohesive and people-centred health system. This is mahi that will improve the health and wellbeing of everyone in Aotearoa, and we've got an opportunity for you to be part of it.

**Te whiwhinga mahi | The Opportunity***

Our Sector Digital Channels team are working to expand and improve the digital health landscape in Aotearoa. We are the digital transformation partners enabling modern technology solutions that improve the people and whānau experience through equitable access to varying models of care.

We are the change agent for national programmes and work with our customers and partners to enable equitable access through both digital self-service and assisted channels and to reduce pressure on the workforce through automation and integration. We are product focused and leverage modern platforms, technologies and ways of working to deliver quality, sustainable and cost-effective products and services.

We take pride in leading change that will provide equitable digital solutions for the health of Aotearoa.

**Mōu | About you***

As a Support Engineer, you are part of the Application Services team within the Sector Digital Channels group.

**Ngā pūkenga me ngā wheako | Skills and experience**
- Essential:_
- A relevant graduate and post-graduate qualification in Information Technology, Computer Science or relevant field.
- Minimum 3 years' experience as a Support Engineer or similar role, ideally in a large and complex environment.
- Familiarity with operating systems, databases, networking, and other relevant technologies.
- Strong understanding of software, hardware, or systems they are supporting.
- Ability to analyse system performance and optimise resources for better scalability and efficiency.
- Awareness of cybersecurity best practices to ensure the security of systems and data.
- Familiarity with various troubleshooting and diagnostic tools, such as log analysis tools, network monitoring software, and debugging utilities.
- A commitment to staying updated on industry trends, technologies, and best practices through self-learning and training opportunities.
- Analytical thinking and problem-solving abilities to diagnose root causes and resolve issues efficiently.
- Proficiency in troubleshooting issues, including software bugs, configuration problems, and hardware failures.
- Excellent written and verbal communication skills - ability to explain complex technical concepts in simple terms for non-technical users.
- A strong customer-centric approach, with a focus on providing exceptional service and ensuring user satisfaction.
- Effective time management and prioritisation skills to handle multiple support requests and meet service level agreements (SLAs).
- Proficiency in creating and maintaining documentation, including troubleshooting guides, FAQs, and knowledge base articles.
- Ability to collaborate with cross-functional teams, including developers, system administrators, and network engineers, to resolve complex issues.
- Desired:_
- Understanding of DevOps principles, culture, and tooling for fostering collaboration and automation throughout the software development lifecycle.
- Proficiency in scripting languages (e.g., Python, PowerShell) and automation tools to streamline support tasks.
- Basic project management skills to coordinate and execute larger initiatives, such as software updates or system migrations.
- Experience working in an Agile methodology (e.g., Scrum).

**Ka kawea e koe | You will bring**:

- Competency with te ao Māori, tikanga, and te reo Māori or a commitment to starting your journey and taking ownership of your learning and growth.

**Ko te mahi e tika ana mō te ao hurihuri nei | Work that suits today's ever-changing world**

Health New Zealand - Te Whatu Ora supports flexible and hybrid working for our kaimahi. In roles that don't require an in-person element, we encourage you to ‘work from where you are.' We want our national teams to be made up of diverse people from across the motu, just like our health system.

**Tō mātou whakahaere ki te tika, te rerekētanga, me te whai wāhi mai | Our commitment to equity, diversity and inclusion**

Our name, Te Whatu Ora, means ‘the weaving of wellness'. Whatu is the combining together of people, resources, organisations, thoughts and actions for the betterment and wellbeing of all. Whatu is also a direct reference to the pupil of the eye, and the vision required of the new entity and system.

At Health New Zealand - Te Whatu Ora we acknowledge and respect our people's diversity and spiritual needs, ensuring a safe workplace that is a whānau orientated and supportive environment. We are working towards a system that better meets the complex demands of a growing population, addresses the persistent inequalities experienced by Māori and ensures greater ac

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