IT Support Engineer_L9R9YW84

Roles and Responsibilities:

• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk to clients through a series of actions, either via phone, email, or chat, until they've solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Proactively work with the wider Technology Department team, contributing to the delivery of the ICT Plan.
• Escalate issues to other members of the Support team, Network/Systems Administrator or IT Manager as needed.
• Undertake other activities or tasks as directed by the IT Manager.
• Respond to requests for help, and provide training for staff and students, in a way which fosters confidence and literacy with technology.
• Support the ICT Service Desk by responding to tickets, answer phone calls and walk-ups, physically visiting staff and students, and other administrative tasks as needed. Creation, maintenance, and support of Parent Portal Accounts.
• Follow and proactively contribute to the policies and procedures of the Technology Department.

IT Skills and Experience

• Computer OS/Peripherals troubleshooting
• Handling Different PC Operating Systems ( Windows 7/8 and 10)
• Performing Hardware Software Installation ( understanding of deployment tools like SCCM)
• Basic knowledge of SOE and group policies
• Printer support
• Good knowledge of MS Office tools installation & troubleshooting
• Excellent customer service and people skills
• Field experience supporting a variety of technologies and services
• Advanced technical abilities including solid troubleshooting skills applicable to Windows, Apple, and virtual operating systems
• Ability to manage time and resources to meet or exceed expectations in high-profile situations while maintaining professionalism under pressure

Personal Attributes:

• Excellent End-user computing skills.
• Good knowledge of Infrastructure support.
• Strong analytical and problem-solving capabilities
• Well organized and extremely detail-oriented
• Strong customer service ethic and great communication skills, both oral and written
• Passionate about delivering quality no matter what you are doing
• Can work both independently and in a collaborative team-oriented environment
• A self-starter, motivated to push the limits and think outside of the box
• Fondness for solutions that are simple, elegant, and effective
• Ability to work with and maintain confidential information

In-depth knowledge of:

• Windows OS (e.g. XP, Vista, Windows 7, 10)
• Microsoft Office applications
• PC Laptop hardware
• PC Laptop peripherals, including printers
• Mobile devices

Basic knowledge of:

• Active Directory
• Exchange
• Apple OS
• SCCM