ICT Support Technician

Job Description – ICT Support Technician

Position: ICT Support Technician
Department: Technology & Operations
Employment Type: Full-time
Location: Auckland, New Zealand
Reports to: IT Manager 

Position Purpose

Ant Technology Limited is a New Zealand technology company focused on innovative financial technology and AI-enabled digital solutions, including digital wallets, payment technology, card services, financial infrastructure and related technology services.

The ICT Support Technician is responsible for supporting the deployment, configuration, maintenance and day-to-day operation of Ant Technology’s computer systems, software applications, network infrastructure, payment-related technology and ICT equipment.

The role provides technical support to employees, merchants, business partners and authorised system users, diagnoses and resolves hardware and software issues, and helps ensure that the company's technology infrastructure operates securely, efficiently and reliably.

Key Responsibilities

• Determine hardware and software requirements and provide appropriate technical solutions to operational and user problems.
• Respond to enquiries from staff, merchants and authorised users concerning computer hardware, software applications, payment systems and ICT equipment.
• Diagnose, troubleshoot and resolve software, hardware, connectivity and system-related technical issues.
• Install, configure, update and maintain operating systems, business applications and approved software.
• Configure and support computers, POS equipment, payment terminals, printers, network devices and other ICT peripherals.
• Support the technical operation of Ant Technology's digital wallet, payment, card and financial technology platforms.
• Assist with installation, configuration and technical support of POS and EFTPOS integrated environments, including connectivity between devices and supporting applications.
• Configure and maintain user workstations, system access, user accounts and related ICT settings.
• Assist with implementation and maintenance of computer networks, internet connectivity and internal ICT infrastructure.
• Adapt and configure existing applications and system settings to meet operational and user requirements.
• Monitor ICT systems, applications and equipment to help maintain efficient and reliable performance.
• Identify and resolve technical problems affecting payment-related applications, terminals and connected devices.
• Repair, replace or coordinate servicing of faulty ICT equipment, including computers, terminals, printers and network peripherals.
• Assist with maintenance and administration of company websites, web portals and web-based systems where required.
• Support software deployments, upgrades, patches, backups and routine system maintenance.
• Maintain accurate records of technical incidents, equipment, repairs, system configurations and support activities.
• Escalate complex software, cybersecurity, network or infrastructure issues to relevant specialists or external technology providers where required.
• Provide remote, telephone and on-site technical support to staff and authorised users.
• Assist with technical testing of system updates and equipment prior to production deployment.
• Ensure the efficient use of company software, systems and ICT equipment.
• Follow Ant Technology's information security, privacy, data protection and access-control policies.

FinTech-Specific Technical Support

Because Ant Technology operates in the financial technology sector, the ICT Support Technician may also be required to provide technical support for:

• Digital wallet applications and supporting infrastructure
• POS and payment-system integrations
• EFTPOS and merchant payment environments
• Card-service supporting systems
• Payment gateway connectivity
• Merchant devices and payment peripherals
• API-connected applications from a technical support perspective
• Secure access to financial technology platforms
• Internal AI-enabled business applications
• Web-based merchant and administration portals

The position is primarily a technical support, installation, maintenance and troubleshooting role, rather than responsibility for financial transactions, regulated compliance decisions or the development of core banking/payment software.

Qualifications and Experience

The successful applicant should have:

• An NZQF Diploma or higher qualification in Information Technology, Computer Science, Computer Networking, Information Systems or a related discipline; or
• Relevant ICT industry qualifications, certifications and/or relevant experience consistent with the requirements applicable to the occupation.

Experience in some of the following areas would be advantageous:

• ICT technical support
• Computer hardware and peripherals
• Software installation and configuration
• Network troubleshooting
• POS or EFTPOS systems
• Payment technology
• Digital wallet applications
• Web-based applications
• User account administration
• Technical incident management

Skills and Competencies

The employee should demonstrate:

• Strong hardware and software troubleshooting skills
• Knowledge of computer operating systems and business applications
• Understanding of LAN, Wi-Fi, internet and general network connectivity
• Ability to install and configure ICT equipment
• Understanding of POS and payment-related hardware
• Good analytical and problem-solving ability
• Ability to communicate technical matters clearly to non-technical users
• Good documentation and record-keeping skills
• Awareness of cybersecurity and data-protection principles
• Ability to prioritise and resolve technical support requests efficiently
• Ability to work independently and as part of Ant Technology's wider technology team