IT Service Desk Engineer
Xe, New Zealand
Job Description
At XE, we live currencies. We provide a comprehensive range of currency services and products, including our Currency Converter, Market Analysis, Currency Data API and quick, easy, secure Money Transfers for individuals and businesses. We leverage technology to deliver these services through our website, mobile apps and over the phone.
Last year, we helped nearly 300 million people access information about the currencies that matter to them and over 350,000 people used us to send money overseas. Thousands of businesses relied on us for information about the currency markets, advice on managing their foreign exchange risk or trusted us with their business-critical international payments.
At XE, we share the belief that behind every currency exchange, query or transaction is a person or business trying to accomplish something important, so we work together to develop new and better currency services that put our customers first.
We are proud to be part of Euronet Worldwide (Nasdaq: EEFT), a global leader in processing secure electronic financial transactions. Under Euronet, we have brought together our three key brands XE, HiFX and Ria Money Transfer to become the business that XE is today.
The IT Business Systems Team ensures the efficient delivery of critical applications to ensure every member of staff at Xe can operate at 100% effectiveness.
You will be reporting to the Global Service Desk Manager and will serve as the first point of contact to company staff seeking technical assistance via the Helpdesk Portal and provide help on-site or remotely for end-users across the globe.
The Service Desk Engineers role is to ensure efficient hardware and software operation so end-users can accomplish business task. This will include receiving, prioritizing, documenting and actively resolving end-user Helpdesk requests.
Working with other technology teams you will plan improvements and implement systems throughout the technology estate.
What you will do:
- Be hands on with the implementation and support of IT Business systems.
- Bring Support requests to resolution within agreed time frames.
- Assist other engineers to promptly determine root cause analysis and resolve issues.
- Support the user environment from individual end-user hardware and software through to maintenance, patching and improvements to business platforms.
- Support business users and user applications both in-person and remotely.
- Ensure all system changes are carried out in a controlled and tested manner according to our change control process.
- Create and maintain documentation and Wiki’s for IT staff as well as Knowledge-based articles for end-users.
- Working in a technical role, supporting end users, overseeing root cause fault analysis and problem management within a multi skilled IT department.
- You will be part of the team responsible for an always-up, always-available service (i.e. high availability, business continuity, disaster recovery) environment.
Requirements
Familiarity with delivering technical projects on time and with minimum disruption.
Experience in a technical role, dealing with end users and overseeing root cause fault analysis and problem management within a multi skilled IT department.
Ideally a Good understanding of the following:
- Systems deployment (PDQDeploy, Group Policy, MDT, etc.)
- Scripting (e.g. PowerShell)
- Windows technologies (AD, Desktop and Server OS, O365)
- Service Desk Processes (Ticket, Problem and Change Management)
- Application support (MS Office, Salesforce, Cloud based Phone Systems)
Benefits
- Competitive market-based salary;
- Up to 5% of annual salary as bonus;
- Contributory KiwiSaver
- Medical
- Additional day of annual leave per year of service (capped at 25 days)
- Discount gym membership
- Opportunity to be a part of the Euronet Employee Share Purchase Plan (ESPP) and;
- Flexible working.