IT Support Engineer

Overview

**Department:** Information Technology (IT)

Position Summary

1. IT Infrastructure Management

• Manage and maintain school IT infrastructure including:
• Servers (Physical)
• Monitor system performance and uptime.
• Ensure high availability of critical IT systems.
• Perform regular maintenance and updates.

2. User Support & Helpdesk

• Provide Level 1 and Level 2 support to:
• Teachers
• Administrative staff
• Management
• Students (where applicable)
• Diagnose and resolve hardware/software issues.
• Handle support tickets within agreed SLA.
• Provide onsite and remote support.

3. Device Management

• Support and maintain:
• Desktop PCs
• Laptops
• Printers
• Interactive displays
• Projectors
• Classroom AV equipment

4. Asset Management

• Maintain updated IT asset inventory.
• Track warranties and AMC contracts.
• Record installation, repairs, and replacements.
• Generate periodic asset reports.

5. Documentation & Reporting

• Prepare and maintain:
• IT policies
• Incident reports
• Maintenance records
• Daily/weekly activity reports
• Preventive maintenance schedules

Daily Duties

• Respond to user support requests.
• Perform preventive maintenance.
• Update asset inventory.
• Resolve reported incidents.

Education

• Bachelor’s Degree/Diploma in IT, Computer Science, Network Engineering, or related field.
• Language – English, Hindi, Malayalam, Arabic will be preferred.

Experience

• 2–5+ years of IT support experience (preferably in schools or educational institutions).

Experience

• with:
• Windows Server
• Active Directory

• Microsoft 365 Administration

• Google Workspace

• Networking (TCP/IP, VLAN, Firewall)

• Printers
• Endpoint security solutions
• Preferred certifications:
• Microsoft Certified
• CCNA

Key Competencies

• Troubleshooting skills
• Communication skills
• Time management
• Documentation ability
• Customer service mindset
• Problem solving
• Ability to work under pressure

Performance KPIs

• Ticket response and closure time
• Infrastructure uptime %
• User satisfaction score
• Preventive maintenance completion
• Backup success rate
• Asset accuracy
• Security incident resolution time

Working Conditions

• Availability for emergency support outside working hours when required.
• Onsite support across school campuses (if applicable).
• Participation in weekend maintenance activities when needed.

Employee Responsibilities & Conduct

• Follow school policies and SOPs.
• Report to School Administrator, IT Staff, and Principal as directed.
• Do not access unauthorized systems, accounts, or areas.
• Maintain confidentiality of school data.
• Avoid misuse of school IT resources.
• Damage or loss caused by negligence may result in recovery as per company policy.
• Maintain professional behavior on client/school premises.
• Pay: AED2,500.00 - AED3,000.00 per month