L2 Technical Support Engineer

OUR TEAM:

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.

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 Centralized 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.

ROLE SUMMARY:

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.

KEY RESPONSIBILITIES:

• To take ownership of issues by carrying out a problem analysis to implement temporary or permanent fixes to restore 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 appropriately.
• Maintaining customer satisfaction.
• Exhibit a flexible approach to working rotationally 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.
• Organization Responsibilities
• This position reports to the IT Manager- "region".

WHAT WE'RE LOOKING FOR:

Hard skills:

• Educated to diploma or certification level
• Previous experience of working in an IT Support role, preferably 3+ years
• ITIL experience
• Advanced knowledge of Microsoft Windows 10/11, Windows Server 2012 or higher, macOS, ChromeOS, Linux, Android, and iOS operating
• Server administration experience
• Excellent IT skills and computer literacy
• Previous experience in a customer service role
• Advanced level in English (both written and verbal)

Soft skills:

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

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.