IT Helpdesk Engineer (Nhân Viên Hỗ Trợ CNTT)

Report to:

The IT Helpdesk Engineer will report to IT Infra. and Operation Manager.



Job Overview:

Working under the direction and guidance of the Line Manager, the IT Helpdesk Engineer is responsible for providing IT first-tier support to their school's internal customers (staff, students, parents and visitors) by assisting them with incident and problem resolution, productivity hardware, software support, and follow-up IT requests.

The IT Helpdesk Engineer also be responsible for managing IT equipment at their school, including delivery, usage, updating IT asset lists, and reporting to the Line Manager.

In addition, the IT Helpdesk Engineer must assist in the development of IT standard operating procedures (SOP) and ensuring that they are consistent across schools.



Responsibilities and Duties:

Operation and support

• Log support calls, prioritize them, and take appropriate action to provide a good response in a timely manner in accordance with the IT SLA.

• Assist and coach end users in the proper and efficient use of the school's IT resources (hardware and software) in the office and in the classroom.

• Encourage teachers and administrative staffs to use the IT ticket system to log all IT-related problems and requests, including all necessary details.

• Verify that users are notified when the issue has been rectified, and that all completed tickets are closed at the end of the day.

• Obtain, verify, and manage academic software licensing information for both existing and newly purchased software.

• Assign new hardware an asset code and keep an accurate asset inventory record at all times.

• Providing, utilizing, and updating IT asset inventories, as well as reporting follow Line Manager's requests

• Create and maintain SOPs, user guides as well as an IT knowledge base to ensure operational consistency across all schools.

• Report all serious complaints and IT concerns to the Line Manager immediately.

• Maintain current knowledge of current technology, including hardware, operating systems, and productivity applications, and provide recommendations to the Line Manager to enable continual improvement of service.

• To carry out any reasonable additional responsibilities that Line Manager may request.



Engineering and Provisioning

• Configure, deploy, and maintain a variety of personal computing, tablet, network hardware and software systems in both classroom and office.

• Installing or supervising a standard image on school-owned as well as user-owned devices.

• Perform diagnostic tests on computer and peripheral hardware, such as PCs/laptops, tablet/iPad, printers, data projectors, etc and alter or repair them.

• Work with a third-party vendor for warranty, repair, shipping, and installation of hardware.

• Printing and labelling the code on the IT asset

• Printing cards for students, staff, parents, and contractors, as well as recording the required accuracy information for the database in future

• Prepare for the school's event and provide on-site support if necessary.



Maintenance

• Perform preventative maintenance and inventory checks on all school IT equipment on a regular basis.



Physical

• Move ICT equipment around the school, which requires some heavy lifting.

• Willing to travel around if necessary or in accordance with the annual rotation regulation between schools