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