Engineer – IT Service Operations

Te Wānanga o Aotearoa; Auckland; Hybrid; NZD 65,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Free parking

Generous leave entitlements

Supportive whānau-friendly workplace

Job summary

Te Wānanga o Aotearoa invites an Engineer – IT Service Operations to join our Māngere campus team. You will provide hands-on IT support to kaimahi and tauira, delivering service desk and onsite deskside assistance across Aotearoa.

You will partner with the wider IT Service Operations group to ensure reliable technology services. The role emphasizes customer-focused support, problem solving, and continuous service improvement within a kaupapa Māori context.

Qualifications

• A Level 5 Diploma in Computing or a related qualification.
• At least two years' experience in an IT support environment, including Service Desk or deskside support.
• Sound knowledge of IT infrastructure, hardware, software, and networking.
• Experience supporting Microsoft Active Directory and Apple operating systems.
• Strong communication, organisation, and troubleshooting skills.
• Willingness to work within a kaupapa Māori environment and āhuatanga Māori.

Responsibilities

• Respond to support requests via phone, email, chat, and the service portal.
• Provide onsite and deskside support at Māngere and other regional sites as needed.
• Troubleshoot hardware, software, network, and device-related issues.
• Install, configure, and deploy ICT equipment and systems.
• Monitor and maintain ICT systems to ensure reliability and performance.
• Contribute to service improvements, documentation, and knowledge resources.

Skills

IT support knowledge

Service Desk

Deskside support

Active Directory

MacOS

Networking

Troubleshooting

Customer service

Education

Level 5 Diploma in Computing

Job description

• Based primarily at our Māngere campus in Auckland and reporting toour Hamilton-based IT team
• Free health and life insurance
• Generous leave entitlements, including additional leave based onlength of service
• Free onsite parking
• A supportive, whānau-friendly workplace

As a proudly kaupapa Māori tertiary educationprovider, tauira success is at the heart of everything we do. Ourvision, whānau transformation through education, guides our commitmentto delivering high-quality learning experiences grounded in Māori values,culture, and identity.

Our kaimahi enjoy a range of benefits thatsupport their wellbeing and work-life balance, including:

• Free Southern Cross health insurance and life insurance
• Four additional leave days each year for Matariki and Christmas
• Special leave provisions for cultural and sporting commitments
• Free parking at our main campuses

Mō tēnei mahi | About the role

As an Engineer – IT Service Operations,you will play a key role in providing responsive and customer-focused ITsupport to kaimahi and tauira across Aotearoa. This position combines ServiceDesk responsibilities with onsite technical support at our Māngere campus.

You will be the primary IT presence onsite,delivering hands‑on technical assistance and helping maintain a reliable,effective technology environment. Working as part of the wider IT ServiceOperations team, you will support the delivery of high-quality IT serviceswhile contributing to continuous service improvement initiatives.

Your responsibilities will include:

• Responding to support requests via phone, email, chat, and theservice portal
• Providing onsite and deskside support to kaimahi at Māngere andother regional sites periodically.
• Troubleshooting hardware, software, network, and device-relatedissues
• Installing, configuring, and deploying ICT equipment and systems
• Monitoring and maintaining ICT systems to ensure reliability andperformance
• Contributing to service improvements, documentation, and knowledgeresources
• Building positive relationships through excellent customer service

Working hours

Thisrole operates on a hybrid work schedule designed to support tauira learningpatterns while maintaining Service Desk service levels. Standard operationalhours are 8:00am to6:00pm, with rostered shifts scheduled within these hours.

Toalign with peak student support requirements, team members may occasionally berostered to later shifts, for example 10:30amto 7:00pm, to provide extended Service Desk coverage duringperiods of increased demand. In addition, the role includes rostered Saturdayshifts and may require occasional after-hours support to meet operationalneeds.

Workrosters will be communicated in advance wherever practicable to supporteffective workforce planning and promote a healthy work-life balance.

To succeed in this role, you will bring astrong customer service focus, solid technical knowledge, and a proactiveapproach to problem-solving.

You will have:

• A Level 5 Diploma in Computing or a related qualification.
• At least two years' experience in an IT support environment,including Service Desk or deskside support
• Sound knowledge of IT infrastructure, hardware, software, andnetworking
• Experience supporting Microsoft Active Directory and Appleoperating systems.
• Strong communication, organisation, and troubleshooting skills
• A willingness to work within a kaupapa Māori environment andfurther develop your understanding of āhuatanga Māori

As a wānanga founded by Māori, we arecommitted to empowering learners, strengthening communities, and creatingmeaningful opportunities through education. Joining Te Wānanga o Aotearoa meansbecoming part of an organisation where your contribution has a genuine impact

We offer:

• Meaningful work aligned to a kaupapa-driven purpose
• A collaborative and supportive team culture
• Opportunities to grow both professionally and personally
• The chance to deepen your understanding of Te reo Māori whileadvancing your IT career

A position description is available on ourcareers website. For further information, please contact [e-mail].

Te Wānanga o Aotearoa is committed tofostering a culturally enriching, inclusive, and supportive workplace. Nau mai,haere mai, tauti mai.