ICT Support Technician

International college of Auckland (ICA) is a well-established New Zealand Private Training Establishment (PTE) registered with the New Zealand Qualifications Authority (NZQA). We are committed to delivering high-quality education and practical training to both domestic and international students in a supportive and innovative learning environment. With a strong focus on academic excellence, industry engagement, and digital innovation, ICA continually invests in modern learning technologies and ICT infrastructure to support effective teaching, learning, and institutional operations.

As our organisation continues to grow and expand its digital capabilities, we are seeking a proactive and technically capable full-time ICT Support Technician to join our team and help maintain and enhance our ICT services across the campus.

About the Role

Reporting to the Management team, the ICT Support Technician will provide day-to-day technical support to staff and students while helping to ensure the reliable, secure, and efficient operation of the College's ICT infrastructure. The role is responsible for installing, configuring, maintaining, and troubleshooting computer hardware, software, networks, audiovisual technologies, and classroom ICT equipment, as well as supporting digital learning platforms and e-learning technologies.

The successful candidate will assist with the deployment of new ICT equipment and systems, user account administration, network and system maintenance, ICT asset and software licence management, and the provision of technical guidance and support to staff and students. The role also contributes to maintaining ICT security, supporting the implementation of College ICT policies, and ensuring technology services effectively support teaching, learning, and the day-to-day operations of the College.

Working hours: 30 - 40 hours per week

Key Responsibilities

► TECHNICAL ICT SUPPORT

• Install new software and hardware.
• Configure security settings and ensure the secure installation and setup of new ICT equipment.
• Deliver hardware and resources to work areas and classrooms as required.
• Set up equipment such as laptops, data projectors, interactive whiteboards, sound systems and other specialist ICT equipment, ensuring that systems are ready for use and operating correctly.
• Support meeting room technology, AV equipment, and hybrid working solutions across the organisation
• Escalate unresolved technical issues to external service providers or senior ICT personnel where appropriate, and assist in implementing recommended solutions

► CONFIGURATION & INSTALLATION

• Assist with the deployment and rollout of new hardware and software, including procurement support, testing, installation, and user orientation where required.
• Configure and deploy desktop computers, laptops, mobile devices, printers, and peripheral equipment for staff and students.

► SERVER & NETWORK SUPPORT

• Perform basic diagnostic routines.
• Promote compliance with the school's ICT Acceptable Use Policy and provide guidance to staff and students on its application.
• Monitor and maintain broadband connectivity, and provide technical support by diagnosing, troubleshooting, and resolving hardware, software, network, and connectivity issues to minimise system downtime.

► SYSTEM MAINTENANCE

• Assist in maintaining scheduled maintenance for computer hardware, software and network systems.
• Maintain and support the school intranet, internal systems, and e-learning platforms, ensuring they remain operational and available for staff and students.
• Detect, diagnose and resolve most PC, printer and peripheral device faults.
• Create, maintain, and support electronic mail accounts for staff and students in accordance with school ICT policies.
• Monitor and maintain user accounts, access permissions, and system configurations in accordance with school ICT policies.
• Ensure school policy on staff and student access to data and files is implemented.
• Provide technical guidance, user support, and training to teachers, students, and staff on ICT systems, digital technologies, and AI-enabled tools.
• Under the guidance of a teacher, use specialist skills and experience to support individuals or groups of students working on practical aspects of the course.
• Produce material and equipment required for teaching as requested, including printing, downloading of support material, worksheets and help sheets.
• Recommend suitable hardware, software, and ICT solutions to meet the operational and teaching requirements identified by school staff.
• Assist in planning and implementing changes to elements of the ICT service as required.
• Support the implementation of health and safety procedures within specialist ICT work areas, including assisting with risk assessments, maintaining safety documentation, and providing safety information to staff, students, and other users where appropriate
• Ensure routine safety checks are carried out and appropriate records maintained.
• Ensure the safe disposal of obsolete equipment, used consumables and waste materials in line with recognised procedures and legal requirements.

► ADMINISTRATION

• Maintain an up-to-date inventory of ICT software and licences in school. 
• Be responsible for an efficient stock control system and associated records.
• Order equipment and supplies to secure best value for goods and services.
• Receive and check deliveries and associated invoices, notifying the appropriate person of any discrepancies.
• Assist with ICT purchasing, inventory control and budget monitoring.

► GENERAL DUTIES

• Actively promote the equalities and diversity agenda in the workplace and in service delivery.
• Be familiar with customer care, data protection, and health and safety policies, and raise awareness amongst staff and students.
• Improve own practice through training, observation, discussion with colleagues, and performance management.
• Keep abreast of current hardware and software developments and provide advice on the best products for a given task.
• Attend and participate in meetings within the school as required.
• Work flexibly and undertake other duties of an equivalent nature as may be required by the Management from time to time.

Key Requirements

• A relevant tertiary qualification (NZQA Level 6 Diploma or above) or equivalent qualification in Information Technology, Computer Science, Network Administration, or a related ICT discipline; or atleast 2 years relevant experience in an ICT support, desktop support, helpdesk, or technical support role.
• Strong troubleshooting and problem-solving skills
• Strong customer service and interpersonal skills
• Effective written and verbam communication skills
• The ability to explain technical concepts to non-technical users
• Strong organisational and time management skills
• The ability to prioritise competing tasks and work under pressure
• A proactive, positive, and service-oriented attitude
• The ability to work independently while contributing effectively as part of a team
• Ability to prioritise tasks and work effectively in a team environment
• Reliable, punctual, and comfortable working independently
• Great work ethic, self-motivation, and a drive for high quality delivery and continuous improvement