About the company:
ACG Education has preschools, schools, university pathway programmes and vocational colleges at 50 campuses across three countries. With more than 17,000 students of every age and level, our 1,300 employees are dedicated to helping them unleash their potential and build brighter futures. With its strategy and growth plans, the hiring of key and vastly experienced people, and an impressive student success rate the future for ACG Education has never been more impressive.  

About the role:
We are seeking an Onsite Support Technician to provide front line support across our Christchurch sites. This role would suit somebody with a strong customer service background and a good understanding of computer systems.   

Your duties will include:
  • Provide great customer service
  • Answering internal customer queries
  • Troubleshooting, diagnosing and resolving ICT issues to the best of your ability
  • Providing day to day support to end users
  • Escalating queries and supporting the ICT Team as required
To be successful in this role you will have:
  • A comprehensive understanding of the English language
  • Excellent communication, time management and problem solving skills
  • Self-motivation and the desire to succeed
  • The ability to interact with a diverse range of people
  • Passion for delivering excellent customer service
  • The ability to work autonomously and as part of a team
  • A basic understanding of network technologies
For further information about this position and ACG Education please visit www.acgedu.com
ACG Education
Full Time from March 5th, 2018

Information Systems
  • Provide effective and efficient level 1 and 2 support for users for all information systems
  • Provide effective and efficient level 1 and 2 support for users for all standard ACG applications
  • Provide effective and efficient level 1 and 2 support for users with communications systems
  • Install, configure and troubleshoot components of communications systems
  • Escalate issues which cannot be resolved including details of actions taken in attempting to resolve the issue
Infrastructure Design and Management
  • Provide effective and efficient level 1 and 2 support for all printing and photocopying systems
  • Liaise with external suppliers for issues with printing and photocopying systems as required to resolve issues
  • Develop understanding of the group’s IT infrastructure
  • Follow trends and developments / advances in technology
  • Carry out implementations of new hardware/systems as directed
  • Assist with planning on new projects as requested
Operational Management and Technical Support
  • Resolve problems arising with workstations and other end-user equipment
  • Resolve problems arising with end-user applications
  • Carry-out testing of all new workstations/end-user equipment prior to placing them into production
  • Provide basic training for staff in use of standard ACG applications
  • Assist with testing of other new IT implementations as directed
  • Record deliveries of equipment and arrange for installation of new equipment as directed
  • Provide notification of problems arising with ACG’s IT infrastructure and systems as appropriate
Customer service
  • Manage assigned tickets in IT helpdesk within target times
  • Provide responses to customers in a timely manner
  • Communicate with customers in a professional manner, maintaining confidentiality where applicable
  • Provide high levels of customer service to all ACG staff, including IT staff
  • Ensure all activity benefits customers
  • Follow-up matters to ensure customer is aware of status of query/complaint
  • Write accurate documentation on end-user use of software as required
  • Complete change management documentation to department standards to minimise risk associated with changes
  • Ensure documentation is clear, concise and easy-to-read (jargon free)
Team work
  • Provide cover for other IT staff and functions as required
  • Attend training sessions as part of new projects and implementation
  • Attend IT meetings as required
  • Attend Open Days and other promotional/marketing events as required
  • Maintain records of assets allocated to staff
  • Maintain records of issue-related work carried out using ACG’s IT department issue-tracking software
  • Ensure any risks to ACG’s IT systems are reported
And any other duties as may reasonably be required
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