Technical Support Engineer

Key Qualifications:

Education: Diploma/Degree in Computer Science, Information Technology, Computer Engineering, or equivalent

Experience: min 2-3 years of practical experience in enterprise-level IT support, demonstrating increasing levels of responsibility

Technical Breadth: Proficiency in general IT operations, including desktops/laptops, mobile devices, networked printers, VPN, Wi-Fi & LAN, basic security protocols, endpoint imaging, and remote support tool

Attitude: Self-motivated, possess a 'can-do' attitude, and a strong customer support orientation

Desired IT Industry Certifications: ITIL V4 Foundation/CompTIA A+/Network+/ CCNA/ Cloud / AI Technologie

Provide high-touch technical support via phone, chat, ticketing, and in-person channel

Expert-level troubleshooting for Windows 11 & Microsoft Office 365 (specifically Outlook and OneDrive

Serve as an L2 technical escalation point for Service Desk analyst

Accurate incident and request management within ServiceNow ensuring strict adherence to SLA

Escalate to vendors for support when trying to claim hardware warranty to resolve issues as quickly as possibl

In-depth familiarity with PC components (CPU, Motherboard, RAM, Graphics, etc

Hardware lifecycle management: PC refreshes, maintenance, installs, upgrades, and peripheral troubleshootin

Level 1 support for IP phones, multi-function printers, and video conferencing suite

Provide business simulations and Virtual Reality (VR) support used in various course

Provide technical support in teaching spaces utilizing various software and hardware collaboration platforms like Zoom, MS Teams, Barco, Neat Bar, Crestron, and similar tool

Assist in onboarding new staff by preparing and deploying IT asset

Assist in offboarding leavers by collecting IT assets and preparing them for refurbishing or retiring

Deliver white-glove support to Executive and VIP/VVIP stakeholder

Attending and participating in regular scheduled team meetings, development trainings and workshops as needed

MAC OS / IOS devices support experience is desired but not mandator

y.Work with other members of the Digital Team, customers, and stakeholders in a professional and timely manner

Operational Flexibility: As our environment is centered on a dynamic school schedule, you must demonstrate a willingness and ability to provide support during occasional weekends, and Public Holidays based on operational demand

Continuous Learning: A genuine passion for emerging technologies and a commitment to ongoing personal growth

Communication: Exceptional ability to translate complex technical concepts for non-technical business users and thrives in a multi-culture environmen

Customer-Centricity: A dedicated approach to delivering a high-quality, positive user experience

Prioritization: Adept at managing competing responsibilities through effective prioritization in a high velocity and fast-paced environmen

Collaboration: A natural inclination to work effectively within a diverse, high-performance tea

An exciting and unique opportunity awaits the successful candidate

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