Service Desk & Field Support Technician

Service Desk & Field Support Technician

UP Education is a leading Australasian dual-sector education group, delivering foundation, vocational and higher education to domestic and international students. At UP Education, we are on a mission: to elevate and empower students to unlock their potential. Known for our agility, and responsiveness to the changing world.  

To find out more about us, please visit https://www.up.education/. 

• Permanent, full-time position based in Christchurch, working primarily on campus with some flexibility to work from home. 
• Required to provide onsite support on Saturdays and Sundays from 7:30am to 12:00pm (4 hours each day).  
• The remaining hours will be worked during the week to make up a 40-hour working week, with a preference for two consecutive weekdays off to provide a regular two-day break.  
• Weekend support arrangements may be reviewed or adjusted in the future based on business requirements. 

 

As a Service Desk Support Analyst & Field Support Technician, you’ll provide remote and onsite IT support to staff and students, resolving incidents and service requests across a range of systems and technologies. You’ll also visit client locations for hands-on support, including hardware installations, student lab reimaging and network troubleshooting. 

Key Responsibilities will include: 

• Technical Support & Ticket Management: Provide timely remote and onsite technical support, resolving and escalating incidents and service requests in line with SLAs.  
• Staff Onboarding & Offboarding: Manage staff onboarding and offboarding, including device provisioning, system access, equipment returns and asset register updates.  
• Documentation & Knowledge Sharing: Contribute to FAQs, support guides and documented solutions for common incidents and service requests.  
• Onsite Support (as required): Provide hands-on support including hardware installations, student lab reimaging, network troubleshooting, patching and other technical tasks. 

Qualifications

• Experience providing technical support in a service desk or IT support environment, with experience across hardware, software, networks and user access.  
• Strong customer service and communication skills, with the ability to build relationships and support staff and students across remote and onsite environments.  
• Proven ability to troubleshoot, resolve and escalate IT incidents and service requests, with a strong focus on meeting SLAs and taking ownership through to resolution.  
• Ability to manage multiple priorities, with strong analytical, troubleshooting and problem-solving skills in a fast-paced environment.  
• Relevant IT qualification or equivalent practical experience, with knowledge of service desk practices, ticketing systems and IT asset management highly regarded. 

Additional Information

Why work with us   

• Salary is aligned to experience & reviewed annually   
• Supportive team environment with ongoing commitment to your training and development   
• Fantastic opportunity to be part of an energising team and growing company  

This advertisement will close on the 5/10/26

Questions about your identity help us appreciate the diversity of individuals looking to work with us, ensuring we’re attracting applications from people with identities and perspectives that are as diverse as our students. 

We are an equal opportunity employer. As part of our commitment to equity, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.