Service Desk & Field Support Technician

UP Education is a leading Australasian dual-sector education group, delivering foundation, vocational and higher education to domestic and international students. At UP Education, we are on a mission: to elevate and empower students to unlock their potential. Known for our agility, and responsiveness to the changing world.

To find out more about us, please visit https://www.up.education/ .

As a Service Desk Support Analyst & Field Support Technician, you’ll provide remote and onsite IT support to staff and students, resolving incidents and service requests across a range of systems and technologies. You’ll also visit client locations for hands-on support, including hardware installations, student lab reimaging and network troubleshooting.

Responsibilities

Permanent, full-time position based in Christchurch, working primarily on campus with some flexibility to work from home.; Required to provide onsite support on Saturdays and Sundays from 7:30am to 12:00pm (4 hours each day).; The remaining hours will be worked during the week to make up a 40-hour working week, with a preference for two consecutive weekdays off to provide a regular two-day break.; Weekend support arrangements may be reviewed or adjusted in the future based on business requirements.; Technical Support & Ticket Management: Provide timely remote and onsite technical support, resolving and escalating incidents and service requests in line with SLAs.; Staff Onboarding & Offboarding: Manage staff onboarding and offboarding, including device provisioning, system access, equipment returns and asset register updates.; Documentation & Knowledge Sharing: Contribute to FAQs, support guides and documented solutions for common incidents and service requests.; Onsite Support (as required): Provide hands-on support including hardware installations, student lab reimaging, network troubleshooting, patching and other technical tasks.

Requirements

Experience providing technical support in a service desk or IT support environment, with experience across hardware, software, networks and user access.; Strong customer service and communication skills, with the ability to build relationships and support staff and students across remote and onsite environments.; Proven ability to troubleshoot, resolve and escalate IT incidents and service requests, with a strong focus on meeting SLAs and taking ownership through to resolution.; Ability to manage multiple priorities, with strong analytical, troubleshooting and problem-solving skills in a fast-paced environment.; Relevant IT qualification or equivalent practical experience, with knowledge of service desk practices, ticketing systems and IT asset management highly regarded.

Benefits

Salary is aligned to experience & reviewed annually; Supportive team environment with ongoing commitment to your training and development; Fantastic opportunity to be part of an energising team and growing company