Senior Infrastructure Support Engineer

New Zealand Police is working with the community to make New Zealanders be safe and feel safe. With over 13,000 staff, we provide policing services 24 hours a day, every day. We operate by land, sea and air, manage over 860,000 emergency calls a year and are always actively preventing crime and crashes.

We're working towards specific goals and targets that highlight our intent to work collaboratively with iwi and communities, other government sectors and business partners to deliver 'Our Business' and achieve long-term change.

**Senior Infrastructure Support Engineer, Helping New Zealanders Connect with Police**
- **Based at Royal NZ Police College**:

- **Police Employee**:

- **Permanent
- Full Time**:

- **NAV**:

- **JR 5445846**

**E tu ki te kei o te waka, kia pakia koe e nga ngaru o te wa.**
- Stand at the stern of the canoe and feel the spray of the future biting at your face_

**Mo te tunga | About the role**

As a Senior Infrastructure Support Engineer within New Zealand Police's Information and Communications Technology (ICT) team, you'll play a critical role in supporting and enhancing the communications infrastructure that underpins operational policing across Aotearoa.

This role sits within the ICT Architecture and Infrastructure Group, part of the Support and Delivery functions, and is responsible for the day-to-day management and technical leadership of enterprise infrastructure environments. You'll provide expert-level support across a range of platforms, ensuring data integrity, system reliability, and performance.

You'll work closely with other ICT teams, vendors, and stakeholders to deliver high-quality service outcomes that directly support frontline policing and community safety.

**Key Accountabilities**:

- Provide expert-level (Level 3) support across enterprise infrastructure environments, ensuring system reliability, performance, and availability.
- _Troubleshoot and resolve complex infrastructure issues across platforms such as Mitel, MiCCe, MX-One, Cisco Unified Communications platforms and end points._
- _Monitor system health and proactively identify risks or performance bottlenecks._
- _Ensure infrastructure meets agreed service levels and operational requirements._
- Lead technical direction and proactively maintain telephony and collaboration infrastructure aligned with Police operational needs.
- _Implement new solutions and enhancements to support evolving business and policing requirements. _
- _Coordinate with other infrastructure teams to ensure capacity planning and resource optimisation._
- _Align infrastructure initiatives with ICT strategic goals and service delivery objectives._
- Collaborate with internal teams and external vendors to deliver high-quality service outcomes.
- Maintain clear documentation and adhere to ICT standards, including change control and security protocols.
- Participate in on-call support and act as an escalation point for critical incidents.

**He aha taau e kawe mai | What you'll bring**

Whilst we are looking for skills, knowledge and experience relevant to the role, we also place high importance on your state of mind, the alignment of your values with ours, your ability to contribute to and build high performing teams, and the way that you lead yourself or others.

You will have proven experience supporting and maintaining complex infrastructure environments, with the ability to lead technical direction, solve challenging problems, and deliver reliable services that support operational policing.

Key Skills:

- Expertise and experience in Level 3 infrastructure support across enterprise communications and telephony platforms like Mitel, MiCCe, MX-One, Cisco Unified Communications platforms and end points.
- Strong analytical and problem-solving skills, with the ability to identify root causes and implement long-term solutions.
- Experience designing and deploying solutions, patching and managing this across systems.
- Commitment to documentation, compliance, and adherence to ICT standards and security protocols
- Excellent verbal and written communication
- Good interpersonal skills with a collaborative working approach

This role is **Individual Contributor/Emerging Leader**level. You can refer to Indicators for Success for further information on the requirements

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**Mo tatou | About us**

New Zealand Police is the lead agency responsible for preventing crime and enhancing community safety. It works in partnership with individuals, communities, businesses, and other public sector agencies towards the vision of making New Zealand the safest country. Police is the government's largest front-line response agency with around 15,000 staff in large and small communities all over New Zealand and in liaison and policing development roles overseas.

Your development is highly valued at NZ Police. Our employees enjoy significant investment