About us

Hestia Travel is an Auckland-based travel agency providing domestic and international flight bookings, accommodation arrangements, customised itineraries, travel insurance, travel document assistance and emergency travel support.

Our daily operations are supported by our website, customer relationship management (CRM) system, ticketing workflows and itinerary management tools. These systems help our team manage customer enquiries, travel records, booking updates and service tasks.

We are seeking an ICT Support Technician to support the reliable operation of our ICT systems and help our staff resolve technical issues efficiently.

 

About the role

You will provide practical technical support for our staff and maintain the systems and equipment used across our travel operations. The role involves troubleshooting hardware, software and connectivity issues, supporting business applications, managing user access and assisting with system updates and testing.

You will work with our travel consultants, management and external service providers to identify problems, minimise disruption and improve the usability of our digital tools.

 

Key responsibilities

  • Provide day-to-day ICT support to staff, investigating and resolving issues with computers, peripherals, software, email and network connectivity.
  • Install, configure, update and maintain workstations, operating systems and business applications.
  • Support the operation of our website administration tools, CRM, ticketing workflows and itinerary management systems.
  • Investigate application errors, failed notifications, access problems and data synchronisation issues by reviewing error messages, system logs and user reports.
  • Set up and maintain user accounts and access permissions, following approved procedures to protect customer and business information.
  • Assist with routine system checks, software updates, backups and recovery testing, escalating complex issues to external providers when required.
  • Support database-related troubleshooting and data checks to help maintain accurate customer, booking and service records.
  • Test system updates and configuration changes, record results and assist staff with user acceptance testing before changes are introduced.
  • Maintain support records, equipment inventories, configuration documentation and troubleshooting guides.
  • Provide clear instructions and practical training to staff on using business systems and following secure ICT practices.
  • Identify recurring technical problems and recommend practical improvements to system reliability and support processes.

 

About you

We are looking for someone with:

  • A relevant qualification in information technology, computer science or a related discipline, or equivalent relevant practical experience.
  • Practical experience troubleshooting software or supporting ICT systems, gained through employment, internships or substantial project work.
  • An understanding of computer hardware, operating systems, networking fundamentals and web-based business applications.
  • Familiarity with relational databases, SQL and investigating data or application issues.
  • An understanding of user authentication, access permissions and information security practices.
  • The ability to document technical issues, test potential solutions and explain technical information clearly to non-technical users.
  • Strong attention to detail, a service-focused approach and the ability to prioritise support requests.
  • Experience with API troubleshooting, workflow automation, user acceptance testing or programming languages such as Java, JavaScript or TypeScript would be an advantage. Experience in the travel industry is welcome but is not essential.
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