IT -Support Technician

MISSION

The role of the IT-Support Technician is to provide on-site and remote L1 support to the IFS end-users.

RESPONSIBILITIES

• Installation, configuration, and troubleshooting of end users computing devices devices (PC/iPad/Mac/Chromebooks)
  




• Support end-users (L1 Helpdesk)
  




• Provide Level 1 technical assistance and support for incoming queries and incidents related to end-user issues (hardware and software)
  




• Troubleshoot, diagnose and resolve basic technical hardware and software issues
  




• Troubleshoot and resolve basic network and server access problems for end users
  




• Respond to queries either in person, by email, chat or phone
  




• Logging of all school staff and teachers/students queries in ticketing tool
  




• Track and escalate problems and requests to appropriate IT resources
  




• Investigate and escalate situations requiring urgent attention
  




• Inform management of recurring problems
  




• Follow up with customers to ensure issue has been resolved and close ticket
  




• Document resolutions for knowledge base
  

SKILLS, ABILITY AND REQUIRED QUALIFICATION 

• Minimum of 3-years’ experience in L1 IT Support
  




• Ability to work in shifts (IT-Support operating hours: 7:30am – 6pm)
  




• ITIL certified
  




• Working Experience/ Technical knowledge on the following:
  






• Windows 11
  




• EPSON Touch Projectors
  




• Google Workspace (Gmail/Google Drive/Google Meet/Google Chat)
  




• Windows Active Directory basic user administration
  




• PC imaging (SCCM)
  




• Microsoft Office 2024
  




• Carts Management
  




• Docking station cabling
  






• Ticketing tools (GLPI)
  




• Basic Network knowledge (LAN, Wi-Fi)
  




• Excellent customer service and follow-up
  




• Strong interpersonal skills
  




• Team player
  




• Good command of English language
  




• Able to adapt to changes
  




• Positive “can do” attitude
  




• Multi tasks, attention to details, proactive and flexible
  

WORK RELATIONSHIPS

• End-users
  




• VIPs
  




• IT Department (L2)
  




• Vendors and contractors (L3)
  

REPORTING

IT-Support Team Lead

WORKING CONDITIONS

• Ability to work in shifts (IT-Support operating hours: 7:30am – 6pm)
  




• Full time employment on the basis of 40 hours per week
  




• Occasional