IT Helpdesk Engineer

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