IT Support Engineer

At SAS, High School supports a BYOD program while Middle School has a 1:1 Macbook program. The Elementary School, grades 1 through 5 has a 1:1 iPad program.

**Roles and Responsibilities**:
The IT Support Engineer (ITSE) is responsible for providing technical support to students, teachers and staff and answering general inquiries for all endpoint hardware, software and audio visual technologies. Specific responsibilities warrant proficiency in using current technology tools and digital platforms to create, communicate, collaborate and organize.
- Provide tier 1 troubleshooting and support, guiding users with steps over the phone, through remote support tools or in person.
- Tier 2 responsibility to support at least one of the assigned technology systems, as directed by the supervisor
- Provide AV/IT equipment setup and ongoing support for school events
- Installing, un-installing, configuring and troubleshooting software on students’, teachers' and staffs' SAS IT devices
- Maintain and support endpoint information technology solutions including audio visuals in a learning space or an office environment.
- Understand and assist in management of digital signage solution on campus
- Face to face and remote support for educators, students and parents.
- Guiding students, teachers and staff on IT software/system and hardware usage
- Vigilantly and effectively monitoring, evaluating and sharing responsibility with other team members for all incidents and requests reported via the helpdesk platform.
- Working diligently to meet the assigned SLAs (Service Level Agreements) for all reported issues and requests.
- Analyzing and evaluating all reported incidents and requests for any coordination, collaboration, escalation or delegation required with other tier 2 or tier 3 level support in the team.
- Collaborating with divisional tech help center coordinators to perform duties when stationed at a divisional tech help center.
- Assisting with deployment of purchased hardware and software
- Assisting with e-waste management of SAS technology hardware for donation or disposal
- Configure Apple devices using Mobile Device Management software
- Assisting team’s procurement specialist to correspond with vendors for faulty hardware unit repairs and replacements
- Performing other duties as and when assigned by the supervisor

Work Hours:

- Work timings will rotate between the slots of: 07:00 am to 03:45 pm, 7:15 am to 4:00 pm, or 08:00 am to 04:45 pm, including a 45 min lunch break

**Qualifications and Experience**:

- Diploma in Information Technology / Computer Engineering / Business Information Technology
- Relevant experience (at least two years) in providing IT Support in a dynamic environment
- Excellent communication skills in English (verbal and written)
- Positive work attitude and initiative
- Knowledge of Apple hardware and software (macOS, iOS, tvOS)
- Knowledge of audio visual hardware and systems
- Experience in Google Workspace Applications (GMail, Google Drive/Docs, etc.)
- Interest and good knowledge of technology troubleshooting, maintenance, and installations
- Able to work diligently, independently and under time constraints
- Positive and growth mindset with excellent customer service skills
- Ability to learn and adapt to new technology developments
- Keen interest and experience in researching and collaborating with team on seeking new technology solutions
- Ability to work cooperatively with the team
- Ability to be flexible, creative and problem solve novel technology issues in a fast paced and dynamic environment
- Mobile Device Management knowledge would be an advantage