Job Description

RESPONSIBILITIES

Installation, configuration, and troubleshooting of end users computing devices 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