IT Support Engineer

**Position Objective**

Highly motivated tech-support professional skilled in troubleshooting, analyzing, and resolving technical problems, utilizing resolution procedures in schools assigned. Provision of professional and high level customer service ensuring unresolved issues and queries are promptly escalated as per protocol.
- To act as a single point of contact for all user incidents, requests and general communication.
- To improve user awareness of IT issues and to promote appropriate use of IT services and resources.

**Responsibilities**:
**The job holder’s responsibility for promoting and safeguarding the welfare of children and young person’s for whom they are responsible, or with whom they come into contact will be to adhered to and ensure compliance with the relevant Cognita Safeguarding; Child Protection Policy and Procedures at all times. If in the course of carrying out the duties of the role, the job holder identifies any instance that a child is suffering or likely to suffer significant harm either at school or at home, they must report any concerns to the School’s Designated Safeguarding Lead or to the Head or indeed to the Cognita Regional Safeguarding Manager so that a referral can be made accordingly to the relevant third party services.**
- Management of IT incidents in the incident management system
- Provision of professional and high-level customer service ensuring unresolved issues and queries are promptly escalated as per protocol
- Repair and upgrade PC hardware and software, including scheduled maintenances
- Managing the provisioning and de-provisioning process of school’s IT resources by engaging staff and students to ensure that device and get connected to the network and provide support data backup and recovery
- Managing logistics for school’s IT needs (e.g. ipads, ipad charging carts, computers, copiers, printers, projectors, etc.)
- Mobile Device Management operation
- Desktop operation system management and planning
- To research and investigate new technologies that can help improve IT support and processes
- Ensure that helpdesk processes/procedures and kept up-to-date
- Administrative Support for Technology department (e.g. Department Information & Activities)

Position Requirements
- Demonstrate an ability to establish relationships and build rapport at all levels, uncover technical issues and facilitate their resolution.
- Good command of English with clear, concise verbal communication skills.
- High standard of customer service skills and excellent telephone manners.
- Demonstrated ability to work successfully in a team environment, with good time management and organisation skills.
- Understanding of and commitment to the principles of confidentiality.
- Familiar with basic network troubleshooting
- Familiar with Active Directory account management
- Familiar with Office 365 account administration
- Familiar with CASPER suite for managing Apple devices
- Demonstrates the Stamford Values - Integrity, Courage, Ingenuity and Compassion

**Qualifications**:

- Fresh graduates from the Post-Secondary Education Institutes (“PSEIs”), such as the Polytechnics and Institute of Technical Education
- Domain knowledge of the following:

- Microsoft Windows 10 & 11
- Apple IOS
- Apple OS X
- Active Directory
- Microsoft Office365
- Networking
- Able to work independently
- Possess highly developed interpersonal and teamwork skills.
- Excellent verbal and written English skills
- Good references on request

Contacts
- Works closely with Regional and School team
- Liaises with 3rd party solution providers as requested

Working Conditions
- School Environment
- Will be required to work independently and as part of a collaborative team effort
- Extended working hours to complete projects as required

Terms of Employment
- Working Hours: 7.45am to 4.45pm’ or ‘8.00am to 5.00pm’ or ‘8.15am to 5.15pm’, Monday to Friday, plus occasional staff meetings and trainings
- Some weekend or late-night duties are expected to support maintenance, installations or upgrades in non-business hours
- Annual Leave: 21 working days
- Medical Benefits: Medical insurance provided where applicable
- Sick Leave/Hosp: 60 days hospitalization leave including 14 days sick leave
- Probation Period: 3 months from date of commencement
- Referee request: Required
- Background Check: Required

**Job Types**: Full-time, Permanent

Pay: $3,000.00 - $3,500.00 per month

**Benefits**:

- Health insurance

Schedule:

- Monday to Friday

Work Location: In person