Technical Support Engineer

Key Qualifications:Education: Diploma/Degree in Computer Science, Information Technology, Computer Engineering, or equivalentExperience: min 2-3 years of practical experience in enterprise-level IT support, demonstrating increasing levels of responsibilityTechnical Breadth: Proficiency in general IT operations, including desktops/laptops, mobile devices, networked printers, VPN, Wi-Fi & LAN, basic security protocols, endpoint imaging, and remote support toolAttitude: Self-motivated, possess a "can-do" attitude, and a strong customer support orientationDesired IT Industry Certifications: ITIL V4 Foundation/CompTIA A+/Network+/ CCNA/ Cloud / AI TechnologieProvide high-touch technical support via phone, chat, ticketing, and in-person channelExpert-level troubleshooting for Windows 11 & Microsoft Office 365 (specifically Outlook and OneDriveServe as an L2 technical escalation point for Service Desk analystAccurate incident and request management within ServiceNow ensuring strict adherence to SLAEscalate to vendors for support when trying to claim hardware warranty to resolve issues as quickly as possiblIn-depth familiarity with PC components (CPU, Motherboard, RAM, Graphics, etcHardware lifecycle management: PC refreshes, maintenance, installs, upgrades, and peripheral troubleshootinLevel 1 support for IP phones, multi-function printers, and video conferencing suiteProvide business simulations and Virtual Reality (VR) support used in various courseProvide technical support in teaching spaces utilizing various software and hardware collaboration platforms like Zoom, MS Teams, Barco, Neat Bar, Crestron, and similar toolAssist in onboarding new staff by preparing and deploying IT assetAssist in offboarding leavers by collecting IT assets and preparing them for refurbishing or retiringDeliver white-glove support to Executive and VIP/VVIP stakeholderAttending and participating in regular scheduled team meetings, development trainings and workshops as neededMAC OS / IOS devices support experience is desired but not mandatory.Work with other members of the Digital Team, customers, and stakeholders in a professional and timely mannerOperational Flexibility: As our environment is centered on a dynamic school schedule, you must demonstrate a willingness and ability to provide support during occasional weekends, and Public Holidays based on operational demandContinuous Learning: A genuine passion for emerging technologies and a commitment to ongoing personal growthCommunication: Exceptional ability to translate complex technical concepts for non-technical business users and thrives in a multi-culture environmenCustomer-Centricity: A dedicated approach to delivering a high-quality, positive user experiencePrioritization: Adept at managing competing responsibilities through effective prioritization in a high velocity and fast-paced environmenCollaboration: A natural inclination to work effectively within a diverse, high-performance teaAn exciting and unique opportunity awaits the successful candidate.