FreeHire

International French School

IT-Support Technician

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MISSION<\/span>
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The role of the IT\-Support Technician is to provide on\-site and remote L1 support to the IFS end\-users.<\/span>
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RESPONSIBILITIES<\/span>
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  • Installation, configuration, and troubleshooting of end users computing devices devices (PC/iPad/Mac/Chromebooks)<\/span>
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  • Support end\-users (L1 Helpdesk)<\/span>
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  • Provide Level 1 technical assistance and support for incoming queries and incidents related to end\-user issues (hardware and software)<\/span>
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  • Troubleshoot, diagnose and resolve basic technical hardware and software issues<\/span>
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  • Troubleshoot and resolve basic network and server access problems for end users<\/span>
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  • Respond to queries either in person, by email, chat or phone<\/span>
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  • Logging of all school staff and teachers/students queries in ticketing tool<\/span>
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  • Track and escalate problems and requests to appropriate IT resources<\/span>
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  • Investigate and escalate situations requiring urgent attention<\/span>
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  • Inform management of recurring problems<\/span>
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  • Follow up with customers to ensure issue has been resolved and close ticket<\/span>
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  • Document resolutions for knowledge base<\/span>
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    SKILLS, ABILITY AND REQUIRED QUALIFICATION <\/span>
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    • Minimum of 3\-years\u2019 experience in L1 IT Support<\/span>
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    • Ability to work in shifts (IT\-Support operating hours: 7:30am \u2013 6pm)<\/span>
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    • ITIL certified<\/span>
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    • Working Experience/ Technical knowledge on the following:<\/span>
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      • Windows 11<\/span>
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      • EPSON Touch Projectors<\/span>
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      • Google Workspace (Gmail/Google Drive/Google Meet/Google Chat)<\/span>
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      • Windows Active Directory basic user administration<\/span>
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      • PC imaging (SCCM)<\/span>
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      • Microsoft Office 2024<\/span>
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      • Carts Management<\/span>
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      • Docking station cabling<\/span>
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      • Ticketing tools (GLPI)<\/span>
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      • Basic Network knowledge (LAN, Wi\-Fi)<\/span>
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      • Excellent customer service and follow\-up<\/span>
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      • Strong interpersonal skills<\/span>
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      • Team player<\/span>
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      • Good command of English language<\/span>
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      • Able to adapt to changes<\/span>
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      • Positive \u201ccan do\u201d attitude<\/span>
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      • Multi tasks, attention to details, proactive and flexible<\/span>
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        WORK RELATIONSHIPS<\/span>
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        • End\-users<\/span>
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        • VIPs<\/span>
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        • IT Department (L2)<\/span>
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        • Vendors and contractors (L3)<\/span>
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          REPORTING<\/span>
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          IT\-Support Team Lead<\/span>
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          WORKING CONDITIONS<\/span>
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          • Ability to work in shifts (IT\-Support operating hours: 7:30am \u2013 6pm)<\/span>
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          • Full time employment on the basis of 40 hours per week<\/span>
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          • Occasional <\/span>
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