Job Description

When a technical issue needs deeper investigation, you know how to work through the complexity, make sound decisions and keep people informed. You also understand that resolving the immediate problem is only part of the job. Sharing what you’ve learnt, improving documentation and helping colleagues build their troubleshooting skills all contribute to a stronger support service.

At Napier City Council, we’re looking for an experienced IT Support Technician to bring that approach to our Digital Services team. Working alongside our Level 1 and Level 2 technicians, you’ll provide advanced technical support, take ownership of complex incidents and undertake or oversee system installations. You’ll need recent, hands-on experience in a comparable support environment, with the technical depth and confidence to work independently and provide practical guidance to others.

Your work will help keep the technology behind Council’s services reliable, secure and working well for the people who use it. Alongside day-to-day support, you’ll have opportunities to improve how we deliver services, maintain our systems and share knowledge across the team.

Te Āheinga - The Opportunity

Reporting to the IT Support Team Leader, you’ll manage a varied workload across incident resolution, application support, equipment deployment and system maintenance. You’ll plan and prioritise your work under general direction, using your judgement to investigate issues, assess their impact and determine the right next steps, including when specialist support is needed.

You’ll also play an important role in developing the capability of our support team. Through mentoring, troubleshooting guidance and useful documentation, you’ll help colleagues strengthen their technical knowledge and confidence.

Your responsibilities will include:

• Investigating and resolving complex technical incidents, coordinating with colleagues and stakeholders to restore services and confirm successful recovery.
• Undertaking or supervising complex system and equipment installations, upgrades and removals, including planning, testing and handover.
• Supporting live applications through troubleshooting, maintenance and monitoring performance information.
• Deploying and troubleshooting desktop, laptop and mobile equipment, and administering user accounts and access in Microsoft 365 and Active Directory.
• Mentoring Level 1 and Level 2 technicians, sharing technical knowledge and maintaining clear, practical support documentation.
• Improving support processes, installation standards and service procedures, using recurring issues and service information to identify worthwhile changes.

He kōrero mōhou - About You

You’ll bring at least five years’ experience in help desk or IT support operations, including recent experience handling complex technical work at Level 3 or a comparable advanced support level. You’ll be comfortable explaining how you’ve investigated difficult issues, evaluated options and taken responsibility for a resolution.

You can work independently, organise competing priorities and recognise when an issue needs wider input or escalation. Just as importantly, you’re approachable and willing to share your expertise. You can guide a colleague through a technical problem and explain the impact to someone with little technical knowledge.

We’re looking for:

• A Level 5 or 6 Diploma in Computer Studies, or equivalent practical experience.
• Strong working knowledge of Microsoft desktop operating systems, the Office suite, Microsoft 365 user administration and Active Directory.
• Proven experience deploying and troubleshooting desktop, laptop and mobile equipment.
• A sound understanding of networking and PC principles, including LAN/WAN technologies and troubleshooting.
• Experience guiding or mentoring less experienced technicians, with clear communication and a methodical approach to problem-solving.
• An understanding of project management processes, relevant compliance requirements and the importance of confidentiality and secure access.

ITIL and project management fundamentals would also be an advantage.

Ngā painga mōhou - What we Offer

• 5 weeks' annual leave after 2 years service
• Discounted health insurance work scheme + Eye test subsidy
• Retailer discounts + study assistance + Birthday vouchers
• Employee Assistance Program (OCP)
• Quarterly values awards + Social club
• Free flu vaccinations (annual)
• Ka Awatea Cultural Wānanga + NCC Kapa Haka
• Te Reo Māori language classes
• Flexible work arrangements

This is a permanent, full-time opportunity, working 40 hours per week, Monday to Friday. Occasionally, you may be required to support events outside your usual working hours. Any additional hours will be discussed and agreed with you in advance.

The annual package salary for this role is $70,309 - $83,483 (including Kiwisaver), with the final offer dependent on your skills and experience.

We will be reviewing applications as they are received and may close this advertisement once the right candidate has been appointed, so we encourage you to apply early.

He kōrero mō Te Kaunihera o Ahuriri - About NCC

At Napier City Council, we are proud to be an equal opportunity employer that values diversity. We welcome applicants from all backgrounds and work to make our hiring process fair and accessible. If you need any support or adjustments during your application or interview, let us know—we’re happy to help!

Our success is grounded in strong partnerships with Mana Whenua and Iwi, supported by our Māori Partnerships team, Te Waka Rangapū, which builds cultural capability through education and training.

Before you join, you’ll need to complete pre-employment checks (including criminal background checks, with some roles requiring health screening and drug & alcohol testing). As an NCC employee, you may also be called on to support Civil Defence emergencies when our community needs us most.

Please visit Napier City Council Careers website to see full job description

Job Description – IT Support Technician (L3)