We are seeking an Onsite Support Technician to provide front line support across our South Auckland  sites. This role would suit somebody with a strong customer service background and a good understanding of computer systems. The role is based in Mount Wellington bu will require some travel in Auckland If this sounds like you, we would love to hear from you.
Company
ACG Education
Type
Full Time from July 7th, 2018
Description
KEY TASKS AND FUNCTIONS 
Information Systems
  • Provide effective and efficient level 1 and 2 support for users for all information systems
  • Provide effective and efficient level 1 and 2 support for users for all standard ACG applications
  • Provide effective and efficient level 1 and 2 support for users with communications systems
  • Install, configure and troubleshoot components of communications systems
  • Escalate issues which cannot be resolved including details of actions taken in attempting to resolve the issue
Infrastructure Design and Management
  • Provide effective and efficient level 1 and 2 support for all printing and photocopying systems
  • Liaise with external suppliers for issues with printing and photocopying systems as required to resolve issues
  • Develop understanding of the group’s IT infrastructure
  • Follow trends and developments / advances in technology
  • Carry out implementations of new hardware/systems as directed
  • Assist with planning on new projects as requested
Operational Management and Technical Support
  • Resolve problems arising with workstations and other end-user equipment
  • Resolve problems arising with end-user applications
  • Carry-out testing of all new workstations/end-user equipment prior to placing them into production
  • Provide basic training for staff in use of standard ACG applications
  • Assist with testing of other new IT implementations as directed
  • Record deliveries of equipment and arrange for installation of new equipment as directed
  • Provide notification of problems arising with ACG’s IT infrastructure and systems as appropriate
Customer service
  • Manage assigned tickets in IT helpdesk within target times
  • Provide responses to customers in a timely manner
  • Communicate with customers in a professional manner, maintaining confidentiality where applicable
  • Provide high levels of customer service to all ACG staff, including IT staff
  • Ensure all activity benefits customers
  • Follow-up matters to ensure customer is aware of status of query/complaint
Documentation
  • Write accurate documentation on end-user use of software as required
  • Complete change management documentation to department standards to minimise risk associated with changes
  • Ensure documentation is clear, concise and easy-to-read (jargon free)
Team work
  • Provide cover for other IT staff and functions as required
  • Attend training sessions as part of new projects and implementation
  • Attend IT meetings as required
  • Attend Open Days and other promotional/marketing events as required
Reporting
  • Maintain records of assets allocated to staff
  • Maintain records of issue-related work carried out using ACG’s IT department issue-tracking software
  • Ensure any risks to ACG’s IT systems are reported
And any other duties as may reasonably be required
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