IT Support – Grenada North

NZMS is New Zealand’s leading digitisation and imaging bureau for cultural heritage materials such as photographs, manuscripts, publications, maps, works of art, and audio-visual records. We work primarily with galleries, libraries, archives, and museums throughout New Zealand, but our clients also include government agencies, private companies, iwi, and individuals. We have offices located in Wellington (2), Auckland and Christchurch.

Recollect, our cloud-based community engagement platform (SaaS), hosts our customers’ cultural heritage digital reproductions and we have built up an enviable reputation in the market.  This unique product has been developed in-house and we are currently taking this product worldwide.

For more information, visit the NZMS website here, or the Recollect website here.

Purpose of the position

The IT Support role is a multifaceted position with the main focus being the frontline face of IT within NZMS supporting our Operations, Sales, Marketing, Implementation, and Administration teams internally, as well as working with the Recollect Ltd Development team.

The role is primarily a combination of helpdesk and field engineer, triaging and resolving faults with hardware and software, and escalating jobs when required. Secondary purposes include system administration, network engineering, application packaging, etc. depending on skillset.  The position may at times require travel and/or after-hours work, as required.

Key Responsibilities and Duties

You’ll be very busy front-line, dealing directly with employees who have technical issues such as forgotten passwords, viruses or email issues. Tasks may include:

  • Responding to staff IT queries via email following the ticketing system protocol, or via phone, as required
  • Following the documented SLA timeframes for responses to tickets
  • Supporting Windows based desktops
  • Supporting Office 365, Adobe Cloud, and various other software
  • Troubleshooting, diagnosing and resolving hardware, software, and network faults
  • Creating technical and procedural documentation and relevant reports
  • Supporting the roll-out of new hardware and software internally
  • Account creation and maintenance (e.g. Groups, Passwords, Lockouts)
  • Monitoring systems
  • Prioritising and managing multiple tasks simultaneously
  • Supporting team members within NZMS’ Operations and Sales Teams in Wellington, Auckland and Christchurch with equipment hardware & software problems and working with our equipment suppliers
  • Where out of hours work is required due to planned or unplanned activities are required, the team member must get this approved by their manager

You will be supported by and liaise with NZMS’ Contractors for ICT Support (Desktop Imaging Ltd).  Desktop Imaging’s support Agreement is for onsite and remote support services provided for the offices or buildings of NZMS, and Recollect Ltd.

Person Specification

You will need to show evidence of the following personal traits:

  • A good sense of humour
  • Strong communications skills to support the local & national operations/ sales teams, enjoying collaborating day to day to support them in their requirements
  • A strong focus on customer service
  • Attention to detail, particularly when documenting work so that others can clearly understand what was done
  • A good listener, able to listen to non-technical users, asking appropriate questions to establish what the real issue is, and translate between technical and non-technical staff
  • Excellent troubleshooting and problem-solving skills
  • Have integrity and builds trust with clients and colleagues
  • The ability to prioritise your workload and self-manage your time
  • The ability to think logically
  • The ability to work well in a team or independently

Required Technical Skills

You will need to show evidence of the following:

  • Advanced Active Directory knowledge (GPO, AzureAD Sync)
  • Advanced networking skills (VLANs, Routing, IPSEC VPN)
  • Basic scripting/ coding skills (e.g. PowerShell, VBS, Bash)
  • Knowledge of Windows 10 in a domain environment 
  • Knowledge of common Windows applications (e.g. Office, Adobe Suite)
  • Solid understanding of desktop / laptop hardware and basic troubleshooting

Beneficial/Desired Technical Skills

These skills are desired rather than required but would be beneficial to the position and should be considered topics to study where needed:

  • Advanced PowerShell
  • Office365 knowledge (AzureAD, Exchange, Sharepoint, Teams)
  • Appropriate industry certification e.g. Microsoft, AWS, Cisco, Aruba, Sophos
  • Knowledge of Device Imaging and Application Packaging
  • Knowledge of System Centre Suite, particularly SCCM
  • Understanding of IT Security concepts and best practices
  • Understanding of Virtualization (e.g. Hyper-V) and cloud (e.g. AWS/GCP/Azure)
  • Ansible Automation
  • Familiarity with Device configurations (HP MSA, Aruba core, Sophos firewall)

For more information about the role, please visit here.