Student Support Senior Technician

We're looking for an experienced and customer-focused Student Support Senior Technician to join our ICT Services team.

This is an exciting opportunity for someone who enjoys combining hands-on technical support with leadership responsibilities. As the second-in-charge within the Student Support team, you'll act as the technical escalation point, mentor and coordinate casual staff, and help ensure the smooth day-to-day operation of the service.

You'll provide first level support across a wide range of technologies, including Windows and Mac devices, Microsoft 365, Active Directory, printing services, audio-visual equipment and classroom technology. You'll work across face-to-face, online and phone support, taking ownership of incidents through to resolution while delivering an outstanding customer experience.

A key responsibility of the role is the end-to-end support of AUT's Digital Equity Service, helping students access the technology and connectivity they need to succeed in their studies. You'll also coordinate casual staff, manage weekly rosters, support service improvements, and act as the first point of escalation during weekend support to ensure continuity of service.

Working closely with colleagues across ICT, faculties, vendors and University stakeholders, you'll contribute to continuous improvement initiatives while supporting AUT's commitment to Te Aronui, our Te Tiriti Framework, through inclusive and mana-enhancing practices.

As a professional staff member at AUT, you'll help our university thrive by improving services, supporting students and staff and driving practical improvements across our campuses. We're looking for people with energy, curiosity and openness to new ideas who bring a collaborative, adaptable approach and contribute to a positive workplace culture.

You'll also bring cultural humility and respect for Te Tiriti o Waitangi, Indigenous peoples and diverse communities. Experience supporting Indigenous, equity or inclusion-focused initiatives is highly valued.

To be successful in this role, you'll have:

• At least 3 years' experience in a Service Desk or technical support environment.

• Experience providing first and second-level technical support across Windows, Microsoft 365, Active Directory and endpoint technologies.

• Exposure to Mac environments.

• Strong troubleshooting and problem-solving skills.

• Excellent communication and customer service skills with the ability to explain technical concepts to non-technical users.

• Experience mentoring or supporting other team members.

• The ability to coordinate workloads, prioritise competing demands and work effectively in a fast-paced environment.

• Experience supporting printers, audio-visual technologies or classroom technologies would be highly regarded.

• A commitment to equity, diversity and inclusion and support for AUT's Te Aronui journey.

* Play a key role supporting students and staff across AUT's three campuses. * Lead and mentor casual technicians while managing AUT's Digital Equity support service. * Permanent, full-time (37.5 hours per week), based at AUT's City Campus. Auckland University of Technology (AUT) is New Zealand's newest university and one of its most distinctive. Centred on students and grounded in knowledge that works, AUT is 5-star rated by QS, with more than 27,000 students and 4,000 staff based primarily across three Auckland campuses. It's a place of real opportunity, where the values of Pono, Tika and Aroha shape how talented, progressive people work together - and you'll feel that in the culture, in the collaboration and in the difference the work makes for students, communities and the world. Our community is stronger because of the role Te Tiriti o Waitangi plays in how we operate, and because Māori and Pacific knowledge, leadership and contribution are central to who we are. We embrace diversity in all its forms and are proud to welcome people of all ethnicities, genders, sexual orientations, religious and political beliefs, socio-economic situations and accessibility needs. About ICT Services AUT's ICT Services team delivers innovative, reliable technology solutions that enable learning, teaching, research and business operations across the University. Our Student Support team is the face of ICT, providing exceptional customer service and technical support to thousands of students and staff every year. We pride ourselves on delivering high-quality support, embracing continuous improvement, and fostering a collaborative and inclusive team culture., At AUT you'll be part of a values-led university with a strong, caring culture, flexible working, generous annual leave and support to thrive in your role and career. We provide the tools, trust, recognition frameworks and cultural capability development programmes to help you make a meaningful contribution. Learn more about our competitive benefits tailored to all staffhttps://www.aut.ac.nz/about/careers-at-aut/working-at-aut/staff-benefits.