The school now has an exciting opportunity for an experienced IT Support Engineer to join our fantastic team.
*Applicants are required to submit their application through our Applicant Tracking System (ATS). Kindly copy-paste this link into a browser in order to apply for the vacancy: https://cognitapeople.csod.com/ux/ats/careersite/1/home/requisition/1457?c=cognitapeople&source=Seek

POSITION REQUIREMENTS

• Must possess strong analytical and problem-solving skills. Ability to think outside of the box and apply creative solutions.
• Demonstrate an ability to establish relationships and build rapport at all levels, uncover technical issues and facilitate their resolution.
• Hands on approach with the ability to learn new systems quickly and apply them in the work environment.
• Good command of English with clear, concise verbal communication skills.
• High standard of customer service skills and excellent telephone manners.
• Demonstrated ability to work successfully in a team environment, with good time management and organisation skills.
• Understanding of and commitment to the principles of confidentiality.
• Familiar with basic network troubleshooting
• Familiar with Active Directory account management
• Familiar with Office 365 account administration
• Familiar with CASPER suite for managing Apple devices
• Demonstrates the Stamford Values – Integrity, Courage, Ingenuity and Compassion

QUALIFICATIONS

• Fresh graduates from the Post-Secondary Education Institutes (“PSEIs”), such as the Polytechnics and Institute of Technical
• Domain knowledge in Microsoft Windows 7 & 10, Apple IOS, Apple OS X, Active Directory and Microsoft Office365
• Networking
• Able to work independently
• Possess highly developed interpersonal and teamwork skills.
• Excellent verbal and written English skills
• Good references on request

ABOUT THE ROLE

The IT Support Engineer is a highly motivated professional responsible for troubleshooting, analysing, and resolving technical problems within assigned schools. Acting as the single point of contact for all user incidents, requests, and communication, the role delivers high-level customer service by addressing issues promptly and escalating unresolved queries according to protocol. The engineer provides Level 0/1 support across school applications and software systems, while also enhancing user awareness of IT issues and promoting the effective use of IT services and resources.

RESPONSIBILITIES

• Management of IT incidents in the incident management system
• Act as a single point of contact from customers (internal staff) regarding IT issues via phone, email or in person.
• Provision of professional and high-level customer service ensuring unresolved issues and queries are promptly escalated as per protocol
• Provide Level 0 /1 support all applications and infrastructure
• Repair and upgrade PC hardware and software, including scheduled maintenances
• Maintaining inventory of equipment and software licences; update computers with latest service packs, patches and applications; prepare Service Desk reports to enable the IT operations to run effectively
• Managing the provisioning and de-provisioning process of school’s IT resources by engaging staff and students to ensure that device and get connected to the network and provide support data backup and recovery
• Managing classroom support for IT and Audio Visual (e.g. Apple TV, Projectors, Interactive technology, and applications)
• Managing logistics for school’s IT needs (e.g. ipads, ipad charging carts, computers, copiers, printers, projectors, etc.)
• Mobile Device Management operation
• Desktop operation system management and planning
• To research and investigate new technologies that can help improve IT support and processes
• Ensure that helpdesk processes/procedures and kept up-to-date
• Administrative Support for Technology department (e.g. Department Information & Activities)