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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
