IT Support Engineer

Key Responsibilities

• Primary responsibility is user support and customer service.
• Being present and available to staff, teachers and students requiring technical assistance.
• Taking ownership and responsibility of support issues from start through a successful resolution.
• Performing post-resolution follow-ups as part of the customer service.
• Follow standard service desk operating procedures; accurately log all tickets using the defined tracking software.
• Escalate issues and involve upper tiers wherever required in order to resolve issues as quickly as possible.
• Perform hands-on fixes at the desktop, laptop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Performing preventative maintenance, including checking and cleaning of workstations and peripherals.
• Maintains the IT Asset Database and track changes.
• Promotes and acts as a link between end users and proper use of IT procedures, systems and platforms.
• Create, edit and update solution documentation in the organization knowledge base.
• Supports the rest of the region team as an on-site resource for remote guided procedures.
• Affords assistance to the Infrastructure Coordinator, Regional and Corporate IT teams to maintain, manage and control of the data center.
• Maintains communication, supervises and facilitates third party support and services.
• Prepares regular reports for regional management.
• Performs other ad-hoc projects or tasks as assigned.

Requirements

• Bachelor's degree in information technology, computer technology, or a similar field.
• At least two years' experience as an IT support engineer or similar role.
• Verbal and written English proficiency is required.
• Strong troubleshooting, analytical, and problem-solving skills.
• PC, laptop, printers and peripheral devices troubleshooting.
• Good interpersonal skills and the ability to work with technical and non-technical personnel.
• Expertise in configuring and managing Apple iOS and Android devices is desired but not mandatory.
• ITIL Foundation, or equivalent, highly preferred but not mandatory.
• CISCO Certification, preferred but not mandatory.