Do you believe in shaping a better, healthier, more sustainable future through the power of digital?
At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.
It's finding new ways to not only better people's lives, but to better the
communities and environments we live. As pioneering innovators for over 100 years, we’re now transforming our organisation to be faster, simpler, and more connected. Because we want to be even better equipped to develop digital solutions and experiences that help more people live Healthier, Longer, Better Lives.
And to get there, we need people with tech/digital/analytics expertise and
passion to help develop positive sustainable change through digitally enhanced experiences that will impact the lives of millions of people and create a healthier future for everyone.
Sound like you? Then read on.
The opportunity:
The End User Support Engineer is a pivotal member of the Infrastructure & Technology Operations Team, contributing to the successful enablement of AIA NZ's enterprise-wide IT strategy, vision, and roadmap.
This role primarily focuses on providing End User Computing Services to enhance user experience through desktop-related technologies and services. This role is part of a shared services team, leveraging resources and capabilities across AIA New Zealand.
Responsibilities include the provision, maintenance, and support of desktop hardware and software, SOE Management, audio-visual services, collaboration tools, asset management, and compliance. In this role you need strong communication skills, flexibility, team focus, and a customer-centric approach.
It ensures optimal technology and service solutions for AIA New Zealand, aligning with Group Office or local technology direction, providing 24/7 support when required, partnering with the Service Desk team, and promoting technology user awareness, education, and satisfaction throughout AIA NZ.
Key responsibilities include:
Build strong working relationships with business and technology teams.
Will respond to and resolve service requests and incidents from the AIA IT ticketing system that relate to the support of in-scope End User Computing Services including but not limited to desktop hardware & software, SOE Management, audio visual services and collaboration tools.
Schedule and manage hardware and software deployments including rebuilds and imaging of AIA computers that have been requested and approved in the IT ticketing tool.
Request New and manage existing services with our mobile service provider (including international roaming requests, data requests and any other changes required).
Provide 1st level support for handheld devices including but not limited to mobile and hand-held devices.
Works in close partnership with the Service Desk and will assist in Service Desk related activities when required including providing telephone and customer facing support for initial fault diagnosis and liaise with customer throughout to ensure satisfactory resolution of problem.
Adhere to all local, regional, global AIA policies and regulatory, security and governance procedures and processes.
High level of customer focused service – highly people oriented, proactive and focused on continuous improvement, accountability and innovation.
Maintain a highly professional, customer focused function, ensuring incidents and requests are completed in a professional manner at all times.
Input detailed notes within all tickets to ensure that any member of the team can action or provide feedback in regard to tickets at any given time.
Provide email updates to users who have tickets open for more than 5 days, regularly to ensure users are aware of the status of their tickets.
Ensure compliance and governance requirements are met through monitoring and management of in-scope services.
Maintain an awareness of industry and company best practices and incorporate them into design, development and support processes.
Administer and support Microsoft Teams, including configuring policies, security settings, and governance, while troubleshooting and resolving functionality and integration issues.
Collaborate with IT and business units to integrate Teams with other applications, and provide training and support to end-users to maximize Teams capabilities.
Monitor Teams usage, generate reports for improvements, and stay updated with the latest features and updates, implementing changes as needed.
Ideally, you’ll bring:
Minimum two years’ technical experience within enterprise environments with a focus on end-user services
Financial Services and/or Insurance Industry Experience
ITIL Certification, or demonstrable experience within ITIL organization
Solid understanding and working knowledge of
Windows and Mac Operating systems
Intune administration
Active Directory and Group Policies
End user device security and compliance
End user device auditing
Microsoft Office Suite and common desktop applications
Mobile devices including iPhones & iPads
SCCM Tool
Audio Visual equipment
Experience with regulatory compliance issues is desirable
Experience working on technology enabled projects is desirable
Why choose AIA?
At AIA, we believe in empowering every one of our people to find their 'better'. We do this by offering:
Opportunities to grow within the business through internal mobility
Competitive employee benefits that include insurances, an Employee Share Purchase Scheme and an extra day of leave each quarter to recharge
Membership to AIA Vitality, our science-backed health and wellbeing programme that provides the guidance, tools, and rewards to get more out of life and start thriving. AIA Vitality partners include Airpoints™, Woolworths, MoleMap, endota, Les Mills, Samsung, Garmin and many more!
A supportive and inclusive workplace
Flexible working arrangements.
If you believe in developing a better tomorrow, apply now!
Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. AIA NZ values diversity in the workforce. We encourage candidates from diverse backgrounds, including those with a disability, additional mental health needs, chronic health conditions and/or are neurodiverse to apply for our roles. If there's anything we may need to consider to support you with our recruitment process, please email nz.talentacquisition@aia.com.
We are a 2025 Circle Back Initiative Employer – we commit to respond to every applicant.
Recruitment Agencies: Our Talent team does not require any recruitment agency support.
Interested Candidates: Apply using the ‘Apply’ button. No emailed applications accepted. For general enquiries only, contact:
You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.