Customer Technical Engineer | Kaihanga Hangarau Kiritaki

Join Parliaments IST Customer Service squads delivering advanced desktop and mobile support in a fast-paced team with great development and a unique work environment. IST support staff provide services over the phone via email in person and self-service.

Join Parliaments IST Customer Service squads delivering advanced desktop and mobile support in a fast-paced team with great development and a unique work environment. IST support staff provide services over the phone via email in person and self-service.

Te tīma The team

If there is one thing that we pride ourselves on above all else it is our people who are literally worldclass. To support these wonderful people who lead and shape New Zealands democracy is the Parliamentary Service. A core function of this support is the IST team comprised of many different business units and experienced people.

You will be part of the IST Customer Service squads that manage the resolution of technology and operational process incidents and requests through provision of initial support and resolution management where more complex support is required. IST support staff work in a dynamic fast-paced environment which provides services over the phone via email in person and self-service. You will be working with a very friendly and social team who are highly skilled technically and will mentor you coach you and assist in your career progression.

Mō te tūnga About the role

Were looking for someone who can hit the ground running a technically confident engineer who can quickly step into a busy environment take ownership and deliver high quality support from day one.

Our Customer Technical Engineers are our advanced customer-facing specialists who maintain a standardised desktop and mobile platform and act as an escalation point for our Service Desk and Support this role you will:

• Provide advanced troubleshooting and resolution of complex hardware/software incidents across Windows 11 Microsoft 365 iOS and Android restoring service quickly and keeping customers informed throughout.
• Install configure and safely dispose of IT equipment; manage end user device provisioning and logistics (including mobile devices).
• Carry out basic network port/outlet patching and assist with incidents/requests requiring in-person or remote support.
• Support precinct stock management including procurement asset stock level and break/fix activities.
• Proactively floorwalk as the eyes and ears for IST to spot issues early and lift the customer experience.
• Provide support for Out-of-Parliament staff and offices including incident and request management.
• Contribute subject matter expertise and work closely with the IST Training and Service Delivery teams; document and maintain processes and knowledge bases.

Maintain gold-class customer service standards by collaborating effectively across Parliamentary Service and fostering a customer focused team culture.

Tō kete What you will bring to the role

Technical expertise

• Demonstrable experience in similar IT support/engineering roles with a strong focus on advanced troubleshooting efficient triage and ownership through to resolution.
• System knowledge across Windows 11 Microsoft 365 Intune Microsoft Azure (Users & Computers) iOS and Android; strong desktop and mobile hardware understanding.
• Networking fundamentals including WiFi VPNs switching and routing; ability to perform remote troubleshooting with clear customer-friendly instructions.
• Experience working with ITSM tools (e.g. ServiceNow highly advantageous).

Interpersonal skills

• The ability to work autonomously and thrive in a busy fast paced environment.
• Excellent written and verbal communication using clear user-friendly language.
• Strong documentation habits and technical writing capability; collaborative approach and a real can-do attitude aligned with the PS IST strategy.
• Resilience and consistency under pressure; a strong team player with exceptional customer service.

Please note: To be considered for this position you must be a New Zealand Citizen or Permanent Resident and able to obtain and maintain a NZ Government National Security clearance at CONFIDENTIAL level. Click here to check your eligibility and submit a screenshot confirming you are eligible.

Why work for Parliamentary Service

We offer a range of benefits including 5 weeks annual leave access to an onsite gym and pool learning and development opportunities and flexible working arrangements. Our ever-changing environment allows us to be part of the action at Parliament including attending Question Time Select Committees and other key events. We offer a thorough induction ongoing development and excellent working conditions.

The appointing salary range for this role is $83135 to $91788 per annum. Appointments will be based on skills and experience (please note the full salary range extends beyond this to allow for tenure progression).

Me pēhea te tuku tono How to apply

Applications close midnight Thursday 28 January applications must be made online. If this is not possible or to arrange a confidential kōrero please contact Fredwyn Kisona on

Please note: We will be screening applications as they are received and may close the advert early if we find suitable candidates. Interviews will begin shortly after the advert closes. You may be asked to complete a pre-interview screen via phone or video. Applicants must hold at least a Residency class visa.

Note to Recruitment Agencies: We appreciate your interest but we are not accepting applications from recruitment agencies currently. Unsolicited CVs received without written confirmation of acceptance from Parliaments Talent Team will not be received and Parliamentary Service and Office of the Clerk are not responsible for any fees related to unsolicited CVs.