IT-Support Technician
2 weeks ago
RESPONSIBILITIES
- Installation, configuration, and troubleshooting of end users computing 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
- French language is an added advantage
- 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
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