ICT SUPPORT ASSISTANT

Primary Purpose of the Position

The ICT Technician reports to the Network and Infrastructure Manager and is responsible for supporting our operation helping our clients in all IT services listed in our service catalog.

Needs to be able to help our clients in the first contact supporting all end-user technology (hardware, software or service) following the ICT Department guidelines.

The successful candidate is a customer service-oriented and hands-on professional who understands his role and responsibilities working on a critical Service Desk operation.

This position is best filled by someone who demonstrates an understanding of support routines and the priorities in an educational environment and the mission of an American International school. In addition, this technician is dedicated to student- and teaching-centered support, decision-making and prioritizing in both word and action.

Principle Duties and Responsibilities
-Provide technical support for faculty, staff, students and parents on the IT services supported by the ICT department. It includes, systems, softwares, accesses, desktops, laptops, printers, projectors, mobile devices, IP phones, access points and IoT devices;
-Execute the Check-In and Check-Out Process of faculty, staff, students and parents
-Primary point of contact for Tier 1 support calls. Be able to help our clients on the phone and using remote access tools;
-Show excellent problem-solving skills to develop and deploy technical and creative solutions to user issues.
-Respond to help requests via email, through a help desk interface, or over the phone. Register information related to the incident and determine the root cause of the problem. Develop methods and solutions to resolve the user’s issue, and balance the flow of incoming support requests and escalations to other team members.
-Escalate tickets to IT specialists, passing on notes related to the problem, solutions that have been unsuccessful, and their understanding of the user’s problem.
-Maintain clear and concise records of user issues with the IT services using these notes to diagnose and repair complex problems and provide their IT department with data highlighting problems reported by multiple users.
-Maintain accurate inventory of all IT equipment.

Certifications and Education
-Bachelor Degree in Information Technology, Computer Science or equivalent - Studying or Concluded - Desired

Experience - Desired
-Experience working with hardware maintenance and printers.
-Skills to troubleshoot network problems.
-Experience supporting demanding clients.

Knowledge, Skills and Abilities
-Customer service oriented.
-Hands-on.
-Advanced English, both spoken and written - Desired.