IT Support Technician

Taaleem is committed to safeguarding and promoting the welfare of children. At Taaleem, we hold ourselves to a high standard of effective practices in relation to child protection, and we are committed to safeguarding and promoting the welfare of children. We expect all staff to share this commitment. Successful applicants will be subject to various background checks including receipt of references, proof of relevant qualifications, identification, and police checks, including overseas checks.

Job Purpose

The major responsibility of the IT End-User Support is to provide complete desktop support to Taaleem Schools technology users. The IT End-User Support exercise a combination of customer service and technical skills during the performance of duties. The primary focus of the role involves responding to technology problems providing effective technical assistance, support and advise to troubleshoot and diagnose hardware, software and other peripheral workstations problems.

Key Relationships (external and internal)

Operations Manager, CO IT Department, School Staff and other external bodies or outside agencies as required.

Key Accountabilities

• To provide direct, one on one support to quickly identify and resolve computer user problems.
• Investigates specific hardware, software, network, and associated problems; takes corrective actions to resolve such issues to restore service as quickly as possible.
• Manages and priorities support calls and tickets and responds in timely manner to requests.
• Maintains contacts with end users to ensure issues are resolved.
• Installs, tests, modifies and maintains a full range of software, hardware, application products.
• Updates records of maintenance or changes to assets to maintain accurate inventory lists.
• Monitor trends and the reoccurrence of computer user problems; troubleshoot and investigates the cause of system/application problem(s).
• Full spectrum of Directory Resource Administration (ADDS) activities such as; creating/terminating users/computers accounts, adding/removing users/groups membership and file permissions, file recoveries, application software installation and upgrades, troubleshooting communication tools (Outlook, Skype for Business).
• Managing iOS Devices and iOS Server.
• Managing IT Equipment including laptop trollies, IT labs, whole school facilities such as Auditorium, PD rooms, Boardrooms etc.

Education: Bachelor’s degree, supplemented by a relevant computer certificate program.

Experience: A minimum of two-years’ experience in computer systems support.

Competencies: Demonstrated experience providing excellent customer service skills are required.

Attributes:

• Exceptional customer service and communication skills.
• Problem solving skills.
• ITIL awareness.
• Relevant technical qualifications from recognised vendors (Microsoft, Apple, etc.)