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