Senior IT Support Engineer

Job Summary: The Senior IT Support Engineer will be responsible for providing advanced technical support to end-users in a timely and effective manner. They will diagnose and resolve hardware and software issues, provide network support, and ensure the overall stability and performance of the organization's technology infrastructure. This role requires a high level of expertise in managing complex IT environments and leading IT projects.

Candidate Responsibilities:

• Install, configure, image, and maintain servers, PCs, peripherals, IT tools/equipment, packaged software, antivirus, utilities, software tools, and software patches.
• Install, administer, and upgrade the computer network infrastructure.
• Troubleshoot problems arising from hardware, software, application systems, network infrastructure, virus, and security-related attacks.
• Install/reinstall and configure packaged software and applications, antivirus, software utilities, and patches.
• Update antivirus, systems software, and other software updates, when required.
• Setup user accounts and profiles for school users (Admin & Academic).
• Set up equipment in offices, classrooms, and labs, along with setting up accounts and profiles for all users.
• Assign priorities to problems reported, based on the severity, and coordinate with the concerned parties (IT Manager, vendors, suppliers, etc.), where required, in tracking and resolving the problem.
• Provide user support (Admin & Academic) - assist users in the appropriate use of systems/applications, Intranet and Internet usage, and provide them with the best possible solutions to their IT-related issues/problems.
• Respond to queries on the status of the problem or service request.
• Respond to emergency calls to classrooms for equipment, software, and network problems.
• Provide AV support and technical support for school events and assemblies.
• Diagnose and resolve user tickets related to hardware, software, and networking.
• Setup and ensure the strict compliance of procedures related to daily backup and other periodic routines - Software patches, data transfers/interchange, port/import/export, and restoration from backups when required.
• Maintain records of and manage site licenses for software purchased.
• Maintain current inventory of hardware and software.
• Train users in the appropriate use of hardware, network, Intranet, internet, standard software packages, and software tools.
• Coordinate with IT vendors for IT items ordered and delivered, upgrades and replacements, warranty issues, and payments due.

Candidate Requirements:

• Degree in technology-related subject.
• A minimum of five (5) years’ hands-on experience in maintaining ICT Infrastructure (Servers, Data & Voice cabling, Data Switches, Wireless Access Points, Access point Controllers, Routers, Firewall, Internet Lines, PCs, Laptops, Tablet PCs, Printers, Peripherals, Multimedia Projectors, Interactive Whiteboards, Robotics, Video Conferencing System, Digital Signage, AV equipment, etc.), Microsoft Server Operating Systems, Server Security, and Server-based applications.
• Knowledge of MS Office 365 and other MS office tools.
• Knowledge of Android and iOS operating systems and prior experience in handling similar roles.
• Experience in deploying technologies, policies, and standards.
• Excellent communication skills, attention to detail, and effective problem-solving (technical) skills. Ability to multitask and cope with a degree of pressure at peak times.