End User Support Engineer
Connect at the University of Auckland is responsible for the delivery of the centralised systems and applications infrastructure to support the staff, students and community of the University of Auckland. The primary objective of Connect is to provide technology-related services that support the University\ 's core functions of Teaching, Learning and Research, together with enhancing the student experience.
The opportunityWe are recruiting for an End User Support Engineer on a full-time, permanent basis. The successful applicant will provide a great customer experience first and foremost. As the customer-facing support for Connect this role is very important to the success in achieving our vision to be the #1 digital service provider for higher education in Australasia.
The role is to deliver technical excellence to all communities of the university including students, academics and professional staff, assisting them to meet their goals in learning, teaching research and administrative activities.
Our ideal candidate will:
Have the ability to manage multiple priorities in a busy environment
Be able to work quickly, accurately and enjoy learning
Have at least three years? experience of providing IT support services in a large and complex organisation. Experience with IT trouble ticketing and ITIL processes
Ability to identify and understand issues, problems, and opportunities;
compare data from different sources to draw conclusions for developing appropriate solutions
Ability to communicate with clarity and interact with customers at all levels of the university
In-depth knowledge of Microsoft, Mac and Unix operating systems and provide IT support with within various desktop and server environment including network infrastructure
Install, configure and provide support for end-user devices, peripherals and software/applications, ensure systems are available for use and are fit for purpose
Provide day to day technical support and 2nd level problem resolution for end-user devices and systems to ensure performance or functionality issues are identified, analysed and resolved within required service levels
Ensure all requests or reported incidents, either from staff, students or visitors received are appropriately logged and work is recorded and managed according to University processes and standards
Create and maintain technical support documentation to university standards and provide end-user training as required
For more detailed information on the role accountabilities and requirements, please review this Position Description HERE.
Why work for us?
The University of Auckland is dedicated to providing an excellent and stimulating environment for its employees which ensures a healthy work life balance. As such we offer benefits such as, a wide range of leadership and development programmes, subsidised car parking, childcare and medical insurance;
generous annual leave and recreation centre facilities.
For more information on the benefits of working here, see our Staff Benefits page.
How to apply
Applications must be submitted online, by the closing date of Wednesday, 15 July 2020 to be considered. Please include a cover letter outlining what strengths you would bring to this position.
The University is committed to meeting its obligations under the Treaty of Waitangi and achieving equity outcomes for staff and students in a safe, inclusive and equitable environment. For further information on services for M?ori, Pacific, women, LGBTQITakat?pui+, people with disabilities, parenting support, flexible work and other equity issues go to www.Equity.Auckland.Ac.Nz