Senior Support Engineer, Sector Digital Channels

6 months ago

New Zealand Te Whatu Ora - Health New Zealand Full time

Join 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 is the driving force behind change in our nationally enabled services. We're on a mission to create cost-effective and sustainable digital solutions that revolutionize accessibility. From user-friendly digital self-service options to seamless integration and automation, we're here to make life easier for the workforce.

We take pride in managing, delivering, and providing unwavering support for all our national external services. From Te Whatu Ora to Te Aka Whai Ora and Manatū Hauora, we've got our fingers on the pulse of it all. Plus, we're the champions of developing APIs that foster interconnectedness across systems used by external parties. It's like creating a symphony of seamless integration with the National Immunisation Register and Health Practitioner Index. Together, we're making a real impact.

**Mōu | About you***

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

As the Senior Support Engineer your role is not only about making sure everything is running smoothly - you also have an important job in supporting and mentoring the Support Engineers in the team, assisting with their workloads and priorities, and being an escalation point for issues and roadblocks. You will also take on responsibilities when the Application Services Manager is unavailable. You'll be improving the way we work, making things easier for everyone, and making sure we're all working towards the same goals. This job is exciting because every day is different, and we're always striving to improve the digital services we're supporting.

**Ngā pūkenga me ngā wheako | Skills and experience**
- Strong understanding of the software, hardware, or systems they are supporting.
- Proficiency in troubleshooting issues, including software bugs, configuration problems, and hardware failures.
- Understanding of DevOps principles, culture, and tooling for fostering collaboration and automation throughout the software development lifecycle.
- Familiarity with operating systems, databases, networking, and other relevant technologies.
- 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.
- Analytical thinking and problem-solving abilities to diagnose root causes and resolve issues efficiently.
- Effective time management and prioritization 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.
- Ability to analyse system performance and optimize 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.
- 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.

**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**

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 Te

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