Position Objectives
Highly motivated tech- support professional skilled in troubleshooting, analyzing, and resolving complex technical problems, utilizing advanced resolution procedures in schools assigned. Provision professional and high- level customer service ensuring unresolved issues and queries are promptly escalated as per protocol. Acts as support and bridge between Cognita’s schools and Head Office.
• Act as a single point of contact for all user incidents, requests, and general communication.
• Boost the productivity of the users and users’ satisfaction level and overall efficiency of the school.
• Improve user awareness of IT issues and promote the appropriate use of IT services and resources.
• Restore ‘normal service operation’ as quickly as possible in the case of disruption.
• Manage user communication and escalate incidents and requests using defined procedures.
Responsibilities
• Provide Level 0/1 support for all applications and infrastructure.
• Operate mobile device management.
• Act as the primary point of contact for internal staff with IT issues via phone, email, or in person.
• Manage IT incidents through an incident management system.
• Research and investigate new technologies to improve IT support and processes.
• Manage the provisioning and de- provisioning process of school IT resources, ensuring devices are connected to the network and providing support for data backup and recovery.
• Provide high- level customer service and escalate issues as per protocol.
• Repair and upgrade PC, Laptop hardware and software, including scheduled maintenance.
• Liaise with vendors.
• Manage classroom support for IT and Audio- Visual technologies (e.g., Apple TV, Projectors, Interactive technology, and applications)
• Keep helpdesk processes/procedures up to date.
• Manage logistics for the school&039;s IT needs (e.g., iPads, iPad charging carts, computers, copiers, printers, projectors, etc.)
• Assist the Service Lead/Supervisor in maintaining the IT operation.
• Collaboration with EdTech specialist
• Manage device operating system, plan updates, and device security.
• Plan and develop a rollout plan for new technologies.
• Provide administrative support for the Technology department (e.g., Department Information & Activities, Assist in Budgeting, Raising of Purchase Requests).
• Maintain an inventory of equipment and software licenses, update computers with service packs/patches/applications, and prepare Service Desk reports ensuring smooth IT operations.
To apply for this position, please submit your application via the following link: https://cognitapeople.csod.com/ux/ats/careersite/1/home/requisition/1500?c=cognitapeople
