ICT Support Analyst

Serko; Auckland; On-site; NZD 70,000 - 95,000; Full time

Benefits offered by this job

KiwiSaver matching

Life insurance

Health insurance

Learning & development platform

Career development

Job summary

Serko is a cutting-edge tech platform in business travel & expense technology, with offices across NZ, Australia, North America, Bengaluru and China. This role focuses on maintaining Serko’s ICT systems, installing applications, and providing cross-regional support to keep our infrastructure reliable and secure.

You will troubleshoot complex issues, document changes, and work with a global team to plan operational improvements.

Qualifications

• Experience in network administration and ICT support.
• Strong troubleshooting and problem-solving skills.
• Ability to document systems and changes clearly.
• Excellent written and verbal communication.

Responsibilities

• Install and configure Serko and third party applications.
• Assist in coordinating local area network implementation and maintenance.
• Monitor and maintain infrastructure, computers, and network software.
• Provide support to teammates across regions as needed.
• Communicate status and realistic resolution times to users.
• Troubleshoot hardware, software, and connectivity issues.
• Follow up on maintenance and service requests for network changes.
• Perform duties as directed by ICT Manager.
• Report on usage and trends.
• Monitor Service Desk and provide ICT support for hardware and firmware issues.
• Maintain system documentation and policies daily and during reviews.
• Collaborate with technical staff on operational changes.
• Conduct environmental maintenance in computer rooms.

Skills

Network administration

ICT support

Troubleshooting

Documentation

Communication

Job description

Serko is a cutting-edge tech platform in global business travel & expense technology. When you join Serko, you become part of a team of passionate travellers and technologists bringing people together, using the world’s leading business travel marketplace. We are proud to be an equal opportunity employer, we embrace the richness of diversity, showing up authentically to create a positive impact. There's an exciting road ahead of us, where travel needs real, impactful change.

With offices in New Zealand, Australia, North America, Bengaluru and China, we value hiring people from different backgrounds, experiences, abilities, and perspectives to help us build a world-class team and product.

To maintain the operational effectiveness of Serko’s systems and networks, install, support, and customise developed systems software and firmware, and provide efficient escalated ICT support to all users in Serko.

What you will be doing

• Install and configure Serko and third party applications.
• Assist in coordinating the implementation and maintenance of a local area network.
• Monitor and maintain the Infrastructure, computers and data communication network components and related software applications.
• Provide support to teammates in cross geographical regions as required
• Ensure realistic resolution times are provided to users and keep them aware of the status of their issuesTroubleshoot and isolate problems of computers and determine if problem is related to hardware, software, or connection.
• Follow up on maintenance and service requests from users for changes to network.
• Perform related duties as assigned by ICT Manager.
• Report on usage and trends.
• Monitor Service Desk and provide timely ICT support to users relating to hardware, firmware and software issues
• Maintain computer system documentation and operational policies on a daily basis and during annual reviews.
• Participate with technical staff to plan and implement operational changes to computers and networks.
• Perform computer room environmental preventative maintenance on assigned areas and equipment.

What you will bring to the role

• Be able to identify software and hardware problems via a number of mechanisms including event logs, alert tools.
• Have the experience to manage the network by ensuring system availability, that any downtime required for changes is minimized and communicated to users, and that any issues are fixed quickly and calmly
• Develop and maintain accurate and comprehensive documentation of systems and system changes
• Establish and maintain effective working relationships with others.
• Meet schedules and timelines.
• Read, apply, and explain rules, regulations, policies, and procedures.
• Good analytical ability, with a methodical approach and sound troubleshooting and problem-solving skills
• Strong written and verbal communication skills

At Serko, we aim to create a place where people can come and do their best work. This means you’ll be operating in an environment with great tools and support to enable you to perform at the highest level of your abilities, producing high-quality and delivering innovative and efficient results. Our people are fully engaged, continuously improving, and encouraged to make an impact.

Some of the benefits of working at Serko are:

• A competitive base salary
• KiwiSaver covered with employee contributions matches up to 3.5% of salary, and life insurance.
• Health & Wellbeing: Discounted Southern Cross Health Insurance, access to confidential support, guidance and counselling service, wellbeing and voluntary leave, and free flu shots.
• Focus on development: Access to a learning & development platform, committed budget and opportunity for you to own your career pathways.