Technical Support Engineer (level 2)

at  Inspired

Inspired Education is the leading global group of premium schools, with a portfolio of over 110 premium private schools spanning six continents which utilise proven educational practices from every corner of the globe, ensuring over 85,000 students receive a world-class learning experience from Kindergarten to Year 13. In addition, we are delighted to be recognised in the top 10 highest value private companies in the UK by Beauhurst.
In over 25 countries, Inspired schools are individually developed and anchored in the vibrant cultures of their respective locations. They collectively form an international family of schools that nurtures each student’s academic and personal development in a progressive, dynamic, and innovative learning environment.
By joining our award-winning team of over 12,000 employees, you can work in state-of-the-art facilities alongside industry-renowned educators and leaders in some of the world’s most desirable locations. We invest heavily in our team members who enjoy industry-leading professional development, exceptional career opportunities, and mobility across our group.

OUR TEAM:

The South African IT support staff will work in a dynamic, fast-paced environment which provides services to all users both onsite and via remote connection. Service enquiries will go through the Centralised Service Desk. As part of the Inspired Group, this position will also have responsibility for Group IT Projects.
The South African IT Operations team will form a significant part of the Group as a central hub.
The Technical Support Engineers will be responsible for the day-to-day delivery of an IT Support Service to selected Inspired Schools in the given regions: Reddam House and Reddford House.
We are looking for a competent Technical Support Engineer (Level 2 Support) who will be responsible for finding solutions to the more complex issues, which cannot be solved by the Level 1 Support. He/she will administer a variety of technical projects related to the setup, maintenance, and support of the School’s IT Systems. The Technical Support Engineer is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.

HARD SKILLS:

• Educated to diploma or certification level
• Previous experience of working in an IT Support role, preferably 3+ years
• ITIL experience
• Linux, Android and iOS operating systems as well as various software packages including Microsoft Office, Adobe, Google Suite
• Proficient in Internet related applications
• Networking and network administration experience
• Server administration experience
• Excellent IT skills and computer literacy
• Previous experience within a Customer service role
• Advanced level in English (both written and verbal)
• CCTV experience will be an advantage

SOFT SKILLS:

• Excellent verbal communication skills with the ability to communicate effectively with technical and non-technical Colleagues at all levels in the Organization
• Good interpersonal skills, accountability
• Can handle conflict
• Ability to think analytically, conceptually and systemically to resolve problems, make decisions
• Attention to detail
• Punctual and time focused

ROLE SUMMARY:

As part of our global standardisation initiative, we have re-organised our IT Operations department in South Africa to provide a professional and effective IT service. This strategy increases our competitive edge in the private schooling sector. Within the multinational group, our IT departments continually transfer best practice knowledge between our various schools in the different countries.

KEY RESPONSIBILITIES:

• To diagnose and resolve software and hardware incidents, including operating systems (Windows, ChromeOS, macOS, Linux, Android, iOS) and across a range of software applications. To assist all our users with any logged IT related incident when called upon.
• To take ownership of issues by carrying out a problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other Support Teams where necessary.
• To accurately record, update and document requests using the IT Service Desk System. To install and configure the new IT equipment. To resolve incidents and upgrade different types of software and hardware. To resolve incidents with printers, copiers and scanners.
• To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Maintaining customer satisfaction.
• Exhibit a flexible approach to working on a rota basis and provide necessary cover where needed.
• Manage asset registers and data lines.
• Performing daily/weekly/monthly checks and checking backups.
• Application configuration and support.
• To work within the relevant legislation, policies and procedures.
• To contribute to Inspired Group IT Projects.
• Organisation Responsibilities
• This position reports to the IT Manager – “province”.