Hardware Technician

at  Compass Education

Come shape the future of education with us.
At Compass, our people are united by a common purpose to make the school day more productive, more impactful and more enjoyable. We’re a global provider of School Management Information Systems (MIS) and already support over 3,000 schools across Australia, Ireland and the UK.
We are excited to embark on this journey of growth and want enthusiastic individuals to join us on the ride!
We want thinkers and problem solvers, who celebrate diversity and thrive in a collaborative team environment to join us and help us transform the lives of teachers, students, and parents all over the world. You’ll work as part of a fun, hardworking team who takes ownership of their work and loves to celebrate successfully delivering wins for our customers and for Compass.

ABOUT THE ROLE & TEAM

Working as part of the Onboarding Team, the Hardware Technician will ensure seamless operation of card printing systems, thermal printers, and kiosks across multiple school sites in both the UK and Ireland.
You will be responsible for the full lifecycle management of hardware systems, including setup, maintenance, troubleshooting, and issue resolution, communicating with schools and internal teams to support card issuance, hardware functionality, and system provisioning.

IN THIS ROLE, YOU WILL:

• Manage the setup, configuration, and maintenance of card printers, kiosks & thermal printers for optimal performance, including inventory management of supplies.
• Coordinate the printing and distribution of school ID cards within established timelines and monitor school portals to facilitate the activation and management of school cards.
• Troubleshoot and resolve card quality and hardware issues, escalating unresolved problems to relevant support teams as necessary.
• Provide technical support and troubleshooting for kiosks and thermal printers, addressing hardware and software malfunctions and liaising with internal and external teams to resolve complex issues.
• Escalate unresolved or critical hardware issues to the AU Hardware Team, following established procedures to ensure prompt resolution and minimal disruption.
• Lead the provisioning of new kiosks and canteen systems, ensuring readiness for deployment.
• Serve as the primary contact for hardware-related support queries, internally providing technical assistance and troubleshooting services to resolve issues and directly liaising with schools on ID card dispatches.
• Maintain and manage card management software, working closely with the Onboarding team to deliver training on hardware provisioning processes.
• Proactively raise hardware support tickets or change requests when hardware issues cannot be resolved internally, ensuring that all necessary details are captured and escalated to the appropriate teams for action.
• Keep detailed records of all hardware support issues, including ticket statuses and resolutions for transparency with relevant stakeholders.
• Any other duties as requested by your manager.