Technical Specialist

Manulife is seeking a Technical Specialist within the Global Enhanced Support Services team, which belongs to the Enterprise Technology Services (ETS) department.  Enhanced Support Services New Zealand will be a Manulife IT regional team that provides extended personal IT support for our business client Manulife Investment Management Forest Management (NZ) Limited (MFM (NZ)). 

MFM (NZ) is a prominent player in the New Zealand forest management industry, established in 2004 to oversee forest assets for Manulife Investment Management Timberland and Agriculture Inc’s (MIMTA) clients. As a leading timberland investment manager globally, MIMTA is part of Manulife’s Global Wealth and Asset Management business. In Aotearoa New Zealand, MFM (NZ) manages approximately 200,000 hectares of plantation forest.  Our one hundred employees are based out of our four offices in Rotorua, Tokoroa, Tauranga and Whangarei.

Position Responsibilities:

Based in our Rotorua office, we are looking for a tech-savvy problem solver who thrives in a customer-focused environment. You will join our global team and will ensure that New Zealand employees have maximum access to corporate technology services and resources. In this position you will play a key role in providing personalised IT support to enhance employees’ day-to-day technology experiences.  This will include:

• Providing deskside technical support to users both onsite and remotely

• Ordering, setting up and maintaining hardware such as laptops and mobile devices

• Maintaining seamless functioning of technology and applications whether directly or by opening the necessary tickets for tasks supported by other teams (excluding server-side and business application issues)

• Engaging with other support teams and assisting with resolution of issues

• Providing boots-on-the-ground support for corporate projects and working with technical teams as well as local vendors managed by them

• Escalating complex technical issues to your direct team’s manager

• Regular travelling to MFM (NZ) offices

Required qualification:

• Candidates with 2-4 years’ experience in desktop administration support for Windows preferably in a corporate environment

• Experience with supporting mobile hardware and software, specifically iPhones and iPads

• Experience with remote access environments (Cisco VPN & RSA token) and tools (Bomgar)

• Experience with ticketing tools (ServiceNow)and asset management tools (Intune)  

• Exposure to delivery applications (Azure) and monitoring tools (Aternity)

• Exposure to change and incident management

Beyond the technical requirements, we want someone who has a customer-friendly demeanor, can wear several hats and think outside the box. They must be passionate about technology, proactive in their approach, and committed to delivering great support. They are willing to learn new technologies, processes and tools and are excited by the prospect of being part of a global team. They can deliver exceptional internal customer support and can be the conduit between Manulife IT and New Zealand employees, whether in the offices or in the field.  Candidates must have their own vehicle and full drivers licence to support regular inter office travel. 

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.