IT Support Engineer

Repton School - Dubai; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

An established educational institution is seeking a dedicated IT Support Engineer to enhance their technology services. In this role, you will provide essential support to staff and students, ensuring the seamless operation of IT assets. Your responsibilities will include troubleshooting technical issues, managing user accounts, and maintaining security protocols while adhering to service level agreements. This position offers a unique opportunity to contribute to the educational environment by ensuring that technology serves its purpose effectively. If you are passionate about technology and education, this role is perfect for you.

Qualifications

• 3+ years of IT support experience, preferably in an educational setting.
• Proactive team member with accuracy under pressure.

Responsibilities

• Provide IT support and troubleshoot issues for end users.
• Administer user accounts and manage security solutions.
• Coordinate with the Network team for connectivity issues.

Skills

Microsoft 365 Suite

Windows Operating Systems

MacOS Operating Systems

iOS Operating Systems

Print Management Solutions

Troubleshooting Skills

Education

Degree/Diploma in IT or Computer Science

Tools

Active Directory

Mobile Device Management (MDM)

Helpdesk System

CCTV Systems

Job description

Bachelors in Computer Application(Computers)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Description

About the role:

The IT Support Engineer is primarily responsible for providing all the support needed, answering questions, troubleshooting issues, and providing solutions for issues raised by end users to make sure they are properly using their IT assets. In addition to performing all the proactive maintenance procedures required to ensure that IT assets serve their full expected lifetime. All of that while monitoring the approved service level agreements (SLAs) for recording and tracking the issues raised.

Main Responsibilities:

• Active Directory administration of user accounts
• Support the different collaboration and document sharing tools available in the school
• Setup and activate multi-factor authentication for services accessed by staff members
• Administer mobile device management (MDM) platforms for Windows and Apple devices
• Install and administer end-point security / anti-virus solutions
• Provide assistance for issues in-classroom and/or online to staff members
• Understand and configure print management solutions by giving access to staff members to the required printers, and ability to extract reports on users usage
• Understand and troubleshoot issues with Access-Control and CCTV systems, and raise issues/tickets with support vendors when required
• Full understanding of laptop/PC hardware components, and ability to troubleshoot issues and recommend solutions
• Coordinate with the Network team for any connectivity issues to Wi-Fi/internet within the campus, and recommend solutions
• Deploy operating system images
• Provide L1 support for devices used in classrooms (e.g., smart monitors, projectors, Apple TVs) and escalate issues to vendors when needed
• Make sure that all issues are raised within the Helpdesk system, and that issues are updated in timely manner by following the approved SLAs

Skills & Expertise:

• Knowledge of the different services within Microsoft 365 suite (Word, Excel, PowerPoint, OneDrive, SharePoint, Teams, Forms, etc.)
• Experience in Xerox or Canon print management solutions
• Experience in administering Windows, MacOS, iOS operating systems
• Knowledge in School Learning Management systems e.g., Seesaw or Showbie is a plus

Qualifications & Requirements:

• Required - Degree/Diploma/Other qualification in IT, Computer Science, or related field
• 3+ years of experience in an IT support role, preferably in a school or an education institute.
• Proactive team member who can work with accuracy under pressure and deliver exceptional service levels to users and leadership team across the school.