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 tools
• .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 Technologies
• .Provide high-touch technical support via phone, chat, ticketing, and in-person channels
• .Expert-level troubleshooting for Windows 11 & Microsoft Office 365 (specifically Outlook and OneDrive)
• .Serve as an L2 technical escalation point for Service Desk analysts
• .Accurate incident and request management within ServiceNow ensuring strict adherence to SLAs
• .Escalate to vendors for support when trying to claim hardware warranty to resolve issues as quickly as possible
• .In-depth familiarity with PC components (CPU, Motherboard, RAM, Graphics, etc)
• .Hardware lifecycle management: PC refreshes, maintenance, installs, upgrades, and peripheral troubleshooting
• .Level 1 support for IP phones, multi-function printers, and video conferencing suites
• .Provide business simulations and Virtual Reality (VR) support used in various courses
• .Provide technical support in teaching spaces utilizing various software and hardware collaboration platforms like Zoom, MS Teams, Barco, Neat Bar, Crestron, and similar tools
• .Assist in onboarding new staff by preparing and deploying IT assets
• .Assist in offboarding leavers by collecting IT assets and preparing them for refurbishing or retiring
• .Deliver white-glove support to Executive and VIP/VVIP stakeholders
• .Attending and participating in regular scheduled team meetings, development trainings and workshops as needed
• .MAC OS / IOS devices support experience is desired but not mandatory
• .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 demands
• .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 environment
• .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 environment
• .Collaboration: A natural inclination to work effectively within a diverse, high-performance team
• .An exciting and unique opportunity awaits the successful candidate