Technical Support Engineer

About the role

The Technical Support Engineer provides high‑touch, multi‑channel assistance to staff and students in a dynamic school environment. You will act as a second‑level escalation point, ensuring rapid resolution of hardware and software issues while delivering a premium experience for executive and VIP users.

Key responsibilities

• Deliver technical support via phone, chat, ticketing system (ServiceNow) and on‑site visits.
• Troubleshoot Windows 11, Microsoft Office 365 (Outlook, OneDrive) and mobile devices.
• Manage incidents and requests in ServiceNow, adhering to SLA targets.
• Escalate warranty claims to vendors and coordinate hardware repairs.
• Oversee PC lifecycle activities: refreshes, installations, upgrades, and peripheral troubleshooting.
• Provide Level 1 support for IP phones, multi‑function printers and video‑conferencing suites.
• Support business simulations and VR environments used in coursework.
• Maintain teaching spaces with collaboration tools such as Zoom, Microsoft Teams, Barco, Neat Bar and Crestron.
• Assist with onboarding new staff and off‑boarding departing employees, handling asset deployment and refurbishment.
• Offer white‑glove support to executive and VIP stakeholders.

Required profile

• Diploma or degree in Computer Science, IT, Computer Engineering or equivalent.
• 2‑3 years of enterprise‑level IT support experience.
• Self‑motivated, “can‑do” attitude with strong customer‑service focus.
• Willingness to work occasional weekends or public holidays based on operational demand.
• Commitment to continuous learning and staying current with emerging technologies.

Required skills

• Desktop/laptop, mobile device, VPN, Wi‑Fi & LAN support.
• Endpoint imaging and remote support tools.
• Expert troubleshooting of Windows 11 and Microsoft Office 365 (Outlook, OneDrive).
• ServiceNow incident and request management.
• PC hardware components (CPU, motherboard, RAM, graphics).
• IP phone, multi‑function printer and video‑conferencing support.
• Collaboration platforms: Zoom, Microsoft Teams, Barco, Neat Bar, Crestron.
• Optional: macOS/iOS support.
• Desired certifications: ITIL V4 Foundation, CompTIA A+, Network+, CCNA, Cloud, AI technology.