IT On-Site Support Specialist

WSP in New Zealand; Wellington; Vor Ort; NZD 55.000 - 72.000; Vollzeit

Zusammenfassung

WSP in New Zealand in Wellington seeks an IT Onsite Support Specialist to deliver hands-on, 2nd level desktop, laptop and collaboration system support for local clients. You will work onsite, resolve incidents with clear communication and ownership, and help ensure business IT services stay available for daily operations.

The role requires a computing qualification or 2+ years IT support experience, familiarity with Microsoft 365, Teams, and device provisioning; ITIL/ITSM knowledge is valued,

Qualifikationen

• Qualification in a computing discipline and/or a minimum of 2 years relevant experience in an IT support function.
• Enthusiastic and passionate about IT service delivery and the delivery of a high-quality end-user experience.
• Contemporary working knowledge of a broad range of end-user computing technologies including desktop and laptop hardware, operating systems, peripherals, mobile devices, collaboration technologies, and productivity applications.
• Working knowledge of networking technologies and protocols including TCP/IP, DHCP, DNS, Wi-Fi, VPN, and basic network troubleshooting.
• High level competency in Microsoft 365 applications and services including Outlook, Teams, OneDrive, SharePoint, Office applications, and collaboration technologies.
• Working knowledge of ServiceNow, IT service management (ITSM) processes, and ITIL methodologies.
• ITIL v4 Foundations Certification. (Desirable)
• Working knowledge of Microsoft Intune, Windows Autopilot, and modern endpoint management technologies. (Desirable)

Aufgaben

• Provide 2nd level support for incidents and service requests relating to desktops, laptops, mobile devices, peripherals, operating systems, Microsoft 365, approved business applications, connectivity and collaboration technologies.
• Deliver professional, client-focused support through clear communication, active ownership, appropriate prioritisation and timely resolution or escalation.
• Provide hands-on deskside support and practical guidance to users with varying levels of technical knowledge.
• Ensure day-to-day onsite IT services are operational and available and proactively identify issues that may affect users or office operations.
• Support onboarding, offboarding and user lifecycle activities, including equipment preparation, deployment, recovery and access-related coordination.
• Provide proactive support and maintenance for Microsoft Teams Rooms, audio-visual systems, digital collaboration technologies and meeting room infrastructure.
• Complete regular meeting room health checks, respond quickly to meeting-impacting issues and coordinate escalation to internal teams or specialist vendors when required.
• Support important meetings and events where onsite technical assistance is required.
• Install, configure, test, deploy and support standard hardware and software, including device builds, updates and approved applications.
• Manage device provisioning, deployment, refresh, replacement, recovery and decommissioning in accordance with global standards and processes.
• Maintain accurate asset, inventory and configuration records in the Configuration Management Database (CMDB), supporting audit and governance requirements.
• Coordinate hardware warranty repairs, vendor activities and secure equipment handling as required.
• Ensure incidents, requests, tasks, asset activities and support actions are accurately recorded and managed in ServiceNow in accordance with ITSM processes, service level commitments and knowledge management standards.
• Meet agreed operational targets, productivity expectations and customer service standards, while maintaining quality and attention to detail.
• Create, review and maintain clear Knowledge Base articles and support documentation to improve consistency, self-service and team capability.
• Identify recurring issues and opportunities to improve service quality, operational efficiency, user experience and process effectiveness.
• Promote cyber security best practices and promptly identify and escalation suspected security incidents, vulnerabilities or non-compliant technology use.
• Collaborate with local, regional and global resolver teams, and participate in technology deployments, office changes, projects and integration activities as required.

Kenntnisse

End-user support

Customer service

IT service delivery

Cybersecurity awareness

Ausbildung

Computing-related qualification

Tools

ServiceNow

Microsoft 365

Microsoft Teams

Windows Autopilot

Intune

CMDB/ITSM

Jobbeschreibung

Job Description

What if you could do the kind of work the world needs? At WSP, you can access our global scale, contribute to landmark projects and connect with the brightest minds in your field. You can embrace your curiosity in a culture that celebrates new ideas and diverse perspectives enabling you to do the best work of your life. You can experience a world of opportunities to shape a career as unique as you.

WSP is one of the world's top professional services firms, bringing together some of the brightest engineers, advisors and scientists from across the globe. We exist to shape communities to advance humanity. We see the world through a Future Ready® lens, fuelled by a shared commitment to making a positive impact-one project and community at a time.

IT Onsite Support Specialist - Wellington

• Provide 2nd level support for incidents and service requests relating to desktops, laptops, mobile devices, peripherals, operating systems, Microsoft 365, approved business applications, connectivity and collaboration technologies.
• Deliver professional, client-focused support through clear communication, active ownership, appropriate prioritisation and timely resolution or escalation.
• Provide hands-on deskside support and practical guidance to users with varying levels of technical knowledge.
• Ensure day-to-day onsite IT services are operational and available and proactively identify issues that may affect users or office operations.
• Support onboarding, offboarding and user lifecycle activities, including equipment preparation, deployment, recovery and access-related coordination.
• Provide proactive support and maintenance for Microsoft Teams Rooms, audio-visual systems, digital collaboration technologies and meeting room infrastructure.
• Complete regular meeting room health checks, respond quickly to meeting-impacting issues and coordinate escalation to internal teams or specialist vendors when required.
• Support important meetings and events where onsite technical assistance is required.
• Install, configure, test, deploy and support standard hardware and software, including device builds, updates and approved applications.
• Manage device provisioning, deployment, refresh, replacement, recovery and decommissioning in accordance with global standards and processes.
• Maintain accurate asset, inventory and configuration records in the Configuration Management Database (CMDB), supporting audit and governance requirements.
• Coordinate hardware warranty repairs, vendor activities and secure equipment handling as required.
• Ensure incidents, requests, tasks, asset activities and support actions are accurately recorded and managed in ServiceNow in accordance with ITSM processes, service level commitments and knowledge management standards.
• Meet agreed operational targets, productivity expectations and customer service standards, while maintaining quality and attention to detail.
• Create, review and maintain clear Knowledge Base articles and support documentation to improve consistency, self-service and team capability.
• Identify recurring issues and opportunities to improve service quality, operational efficiency, user experience and process effectiveness.
• Promote cyber security best practices and promptly identify and escalation suspected security incidents, vulnerabilities or non-compliant technology use.
• Collaborate with local, regional and global resolver teams, and participate in technology deployments, office changes, projects and integration activities as required.

Role Requirements

• Qualification in a computing discipline and/or a minimum of 2 years relevant experience in an IT support function.
• Enthusiastic and passionate about IT service delivery and the delivery of a high-quality end-user experience .
• Contemporary working knowledge of a broad range of end-user computing technologies including desktop and laptop hardware, operating systems, peripherals, mobile devices, collaboration technologies, and productivity applications.
• Working knowledge of networking technologies and protocols including TCP/IP, DHCP, DNS, Wi-Fi, VPN, and basic network troubleshooting.
• High level competency in Microsoft 365 applications and services including Outlook, Teams, OneDrive, SharePoint, Office applications, and collaboration technologies.
• Working knowledge of ServiceNow, IT service management (ITSM) processes, and ITIL methodologies.
• ITIL v4 Foundations Certification. (Desirable)
• Working knowledge of Microsoft Intune, Windows Autopilot, and modern endpoint management technologies. (Desirable)

Imagine a better future for you and a better future for us all.

With us, you can.