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