IT Support Engineer

ROLE SUMMARY:

This is an exciting opportunity to join King´s College Panama, an Inspired premium school with a State-of-Art campus, conveniently bordered by the Panamanian rainforest, yet with easy access to the vibrant city.

This position is expected to demonstrate strong technical aptitude necessary to cope with rapidly changing technology and work productively with minimal supervision. The position requires someone who is a team player, self-directed with the ability to thrive in a changing environment and has a desire to help people solve their technology issues but also strives to make a difference within the IT department.

KEY RESPONSIBILITIES:

• Primary responsibility is user support and customer service. Being present and available to staff, teachers and students requiring technical assistance.
• Take ownership and responsibility of support issues from start through a successful resolution. Performing post-resolution follow-ups as part of the customer service.
• Follow standard service desk operating procedures; accurately log all tickets using the defined tracking software.
• Escalate issues and involve upper tiers wherever required in order to resolve issues as quickly as possible.
• Perform hands-on fixes at the desktop, laptop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Performing preventative maintenance, including checking and cleaning of workstations and peripherals.
• Maintains the IT Asset Database and track changes.
• Promotes and acts as a link between end users and proper use of IT procedures, systems and platforms.
• Create, edit and update solution documentation in the organization knowledge base.
• Supports the rest of the region team as an on-site resource for remote guided procedures.
• Assists the Infrastructure Coordinator, Regional and Corporate IT teams to maintain, manage and control of the data center.
• Maintains communication, supervises and facilitates third party support and services.
• Prepares regular reports for regional management.
• Perform other ad-hoc projects or tasks as assigned.

THE IDEAL CANDIDATE WILL HAVE:

• Bachelor's degree in information technology, computer technology, or a similar field.
• At least two years' experience as an IT support engineer or similar role. Within the Education industry would be a big plus.
• Verbal and written English proficiency is required.
• Strong troubleshooting, analytical, and problem-solving skills.
• PC, laptop, printers and peripheral devices troubleshooting
• Good interpersonal skills and the ability to work with technical and non-technical personnel.
• Expertise in configuring and managing Apple iOS and Android devices is desired but not mandatory.
• ITIL Foundation, or equivalent, highly preferred but not mandatory
• CISCO Certification, preferred but not mandatory

SAFEGUARDING STATEMENT:

Inspired Education Group is committed to safeguarding and promoting the welfare of children and young people and expects all staff, volunteers and other third parties to share this commitment. Safer recruitment practices and pre-employment background checks will be undertaken before any appointment is confirmed.