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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