John Holland Looking for IT Support Technician NZ at Auckland, Auckland, New Zealand Full Time

At John Holland, our purpose is simple, we transform lives with everything we do. We’ve always known at its heart infrastructure is about people — our customers, our employees, and the communities in which we work.

That’s our difference. Deep experience and capability with a genuine care about creating better lives for people along the way.

Be part of a team that thrives on rising to the challenge of transforming lives for good.

About IT At John Holland

We’re at the forefront of AI in construction and are undertaking a large digital transformation. Our internal IT team is focused on providing service delivery excellence, optimised and resilient infrastructure, secure technology, innovative and scalable technology solutions, data driven solutions, and best in class digital experiences.

Are you up for the challenge?

We are looking for an experienced IT Support Technician to join our IT team in Auckland. This role supports our operations in Australia and New Zealand.

In this position, you will provide Level 1 and 2 support to John Holland employees, from the initial logging to resolution stage of incidents and requests. Additionally, you will support all projects in New Zealand and travel to site offices as required for mobilisation and demobilisation activities.

About The Role

• Logging all support calls in ServiceNow
• Taking service requests via phone, email and walk-up
• Provide Service desk support to the business
• Investigation, monitoring and resolution of incidents and requests
• Triage and troubleshooting requests before escalating support tickets to IT technical teams
• Maintain base knowledge of all JHG, IT systems and applications
• Be aware of Safety, Quality and Environmental risk requirements for subcontractors and provide supervision of works in conjunction with TRA’s
• Distribute and Reassign IT assets as required to ensure sustainability targets are met and maximum value is achieved via device re-use practices
• Maintain IT devices and assets and ensure associated records are kept up to date
• Assist and plan as required with mobilisation and demobilisation of project offices including travel to sites as needed
• Liaise directly with stakeholders from within the business and external vendors
• Provide a high level of support to the region with a target of first time contact resolution
• Provide a high level of professional support to all customers
• Support IT strategy and IT project delivery into the business
• Develop comprehensive documentation for IT and customer reference including the creation of Knowledge Base articles.
• Maintain the installed environments in a professional and competent level to ensure reliability and stability
• Maintain and adhere to user, data and business privacy requirements in line with IT, legal and security policies
• Managing mobile phone and all aspects of SIM services in NZ region
• Reporting to internal finance teams on IT assets and assisting with cost recoveries
• Providing customer service excellence

About You

You will have previous experience in an IT customer support role, ideally with exposure to support/ticketing systems like Service Now (or similar). An IT/Computing qualification will be well regarded.

You should have excellent computer proficiency and working knowledge of MS 365 suite, and be skilled in document and record management processes and procedures.

You will enjoy working collaboratively and be able to foster effective strategic relationships with people at all levels, both internally and externally. Your ability to provide a great user experience and deliver IT support aligned with business requirements will see you succeed in this role.

As part of the team, you help us deliver on our promise to transform lives.

Your success is reflected in ours. We pride ourselves on having a diverse and inclusive workplace, as different perspectives and ideas will deliver our long-term success.

We want you to be with us for the long-term, so providing you with rich career experiences and ongoing development is our priority.

We are committed to building a diverse workforce and strongly encourage applications from First Nations people, women, people with disability, people from diverse cultural and linguistic backgrounds, mature age workers and people who identify as LGBTI+.

What’s in it for you when you join John Holland?

We’re about connecting your sense of purpose to ours. We understand that your career is one of the biggest ways to have an impact on the world. We also believe in supporting you as a whole person, not just an employee.

We reward and support our people in so many ways. From industry-leading leave policies to wellbeing and relationship support, your needs sit at the heart of our employee benefits.

We Offer

Competitive remuneration with salary continuance, and salary sacrifice packaging options available.

Great leave benefits including 18 weeks paid parental leave with superannuation and up to an extra 18 weeks of superannuation paid on further periods of unpaid parental leave, multicultural leave exchange and two additional John Holland Days to prioritise health and wellbeing.

Career progression underpinned by our exciting pipeline of work means you’ll have the opportunity to work on iconic projects that are shaping cities and communities.

Learning and development opportunities where you’ll have access to emerging talent programs, building your career through clear career pathways, and technical and leadership training and development opportunities.

Inclusion and diversity is part of how we work and do what we do at John Holland. Our active commitment to being an employer of choice is evident in the delivery of our Gender Equality Strategic Plan supported by our Pride, Celebrate Women, RAP and Grow networks.

Flexible working that works for you as we know flexibility means different things to different people. Whether it’s flexi-hours, flexi-parenting, flexi-leave, flexi-shifts, flexi-work, we’re committed to helping our people work flexibly.