Technology Support Officer

Division: Technology Support Office

Position: Technology Support Officer

Reports to: Technology Support Manager

Working hours: 40 hours per week

HOW TO APPLY:

Interested candidates are invited to submit their applications through the school recruitment portal at: https://www.applitrack.com/unishanoi/onlineapp/_application.aspx?posJobCodes=490&posFirstChoice=2020%20-%202021%20SCHOOL%20YEAR%20OPENINGS&posSpecialty=

Please note that only applications submitted via this portal will be considered.

Position summary:

This position focuses on the delivery of outstanding IT Support and customer service to the UNIS Hanoi community. You will be providing technology support for nearly 1200 students, 400 teachers/staff, 2500 parents as well as event guests.

Responsibilities:

Technology Support Officer is responsible for providing technical support to students, teachers and staff and answering general inquiries for all endpoint hardware, software and audio visual technologies i.e. computers, tablets, projectors screens, speakers, telephony, printing and other associated equipment and system that make part of UNIS Hanoi's information systems. Specific responsibilities warrant proficiency in using current technology tools and digital platforms to create, communicate, collaborate and organize. A list of non exhaustive responsibilities related to this position is as follows:

●​ Provide tier 1 troubleshooting and support, guiding users with steps over the phone, through remote support tools or in person.

●​ Tier 2 responsibility to support at least one of the assigned technology systems, as directed by the supervisor

●​ Provide AV/IT equipment setup, take down and ongoing support for school events such as live streaming. This requires basic knowledge and understanding of electrical works and ability to work at an elevated level and in tight spaces.

●​ Installing, un-installing, configuring and troubleshooting software on students’, teachers' and staffs' UNIS endpoint technology devices

●​ Maintain and support endpoint information technology solutions including audio visuals in a learning space, meeting space or an office environment.

●​ Understand and assist in management of digital signage solution on campus

●​ Face to face and remote support for educators, students and parents.

●​ Guiding students, teachers and staff on IT software/system and hardware usage

●​ Recording all incidents and requests with relevant details in the helpdesk system reported via walk-ins, phone calls or emails.

●​ Vigilantly and effectively monitoring, evaluating and sharing responsibility with other team members for all incidents and requests reported via the helpdesk platform.

●​ Working diligently to meet the assigned SLAs (Service Level Agreements) for all reported issues and requests.

●​ Analysing and evaluating all reported incidents and requests for any coordination, collaboration, escalation or delegation required with other tier 2 or tier 3 level support in the team.

●​ Work closely with all of the technology team to encourage the dynamic and creative use of the technology infrastructure systems implemented at UNIS Hanoi

●​ Assist the Technology Support Manager in procurement process

●​ Assist the Technology Support Manager in asset and inventory management

●​ Assisting with deployment of purchased hardware and software

●​ Assisting with e-waste management of UNIS Hanoi technology hardware for donation or disposal

●​ Configure Apple devices using Mobile Device Management software

●​ Assisting team’s procurement specialist to correspond with vendors for faulty hardware unit repairs and replacements

●​ Maintain an awareness of the latest technological trends and developments in technology support services and endpoint technology equipment, especially in the realm of audiovisual equipment for classrooms and meeting/conference rooms, security, communications, productivity, user and device management, procurement and asset management

●​ Participate in evaluating new endpoint technology projects to determine impacts

●​ Performing other duties as and when assigned by the supervisor

Key Competencies:

i. Education / qualification

• Diploma in Information Technology / Computer Engineering / Business Information Technology

• Certifications in ITSM and Technology Support Services related domains

ii. Experience

• Relevant experience (at least two years) in providing IT Support in a dynamic environment

iii. Skills and knowledge

• Critical thinking, analytical mindset with collaborative, innovative and positive work attitude

• Excellent verbal and written communication skills in English language

• Positive work attitude and initiative

• Positive and growth mindset with excellent customer service skills

• Knowledge of and experience in technology support service, not limited to those listed below, is required:

a. ITSM (Help or Service Desk) platforms

b. Asset Management and Procurement processes

c. Effective change management processes

d. A deep technical level understanding of all commonly used client operating systems especially from Apple e.g. macOS, iOS, tvOS

e. An understanding and knowledge of modern audiovisual needs in teaching and learning processes

f. Experience in Google Workspace Applications (GMail, Google Drive/Docs, etc.)

g. Practical knowledge of technology troubleshooting, maintenance, and installations

• Experience in producing knowledge base and training materials is highly desirable

• Experience in creating and maintaining documentation for ITSM

• Ability to effectively analyse and resolve root causes of technical problems

• Ability to organize and analyse data and complex tasks in a systematic manner

• Able to work diligently, independently, confidentially and under time constraints

• Ability to learn and adapt to new and innovative technology developments

• Keen interest and experience in researching and collaborating with team on seeking new technology solutions

• Ability to work cooperatively with the team

• Ability to be flexible, creative and problem solve novel technology issues in a fast paced and dynamic environment

• Mobile Device Management knowledge would be an advantage