ICT Support Technician

Operations and Support:

• Support and coach end users in the correct and effective use of the school’s ICT resources (hardware and software).
• Handle incoming support requests from end users using the Service Desk System and ensure that users receive appropriate help in a timely manner.
• Keep up to date with current technology, hardware, operating systems, general productivity software and be prepared to make recommendations to the Helpdesk Supervisor, to support continuous improvement of provision.
• Produce support documentation, user guides, and maintain an ICT support knowledge base.
• Log support calls and take appropriate action to ensure a satisfactory response with acceptable time frames in line with the department’s service level agreement.
• With Helpdesk Supervisor to manage IT Assets/ Technology equipment, dispose of expired equipment and recommend IT Network Manager to buy new equipment needed for the school.

Engineering and Provisioning:

• Install, test and maintain a variety of personal computing and network hardware and software systems, with local area network and wide area network connections.
• Configure, deploy and maintain classroom and office ICT hardware and software applications.
• Perform diagnostic tests, modify or repair desktop hardware, including PC, printer, data projector and peripherals.
• Collaborate with other departments and third parties to meet end users’ expectations.

Maintenance:

• Undertake and record periodic preventative maintenance checks/ cleaning of ICT resources and follow up issues as required.

Physical:

• To carry and move ICT equipment around the school campus. Involving some heavy lifting.
• Must be willing to travel to other campuses or office which belong to BIS as required.

• Bachelor’s degree in Computer Science, Information Technology or equivalent.
• Microsoft Certified Professional (Window 10) is preferred.
• CompTIA A+ or equivalent preferred.
• At least 1 years’ experience with desktop and end user helpdesk support.

Experience and Qualifications:

• A strong understanding of a wide variety of personal computing equipment and software, including word processing, spreadsheet, presentation and multi-media and web-based productivity applications.
• Good knowledge of both PC and Apple products.

Person Specification:

• Ability to work as part of an effective team.
• Ability to work under pressure and meet deadlines.
• Able to manage own time and workload.
• Fluent in Vietnamese and English.