Admin/IT Support Specialist

Shilin District, TPE

PRIMARY PURPOSE

Under the supervision of the IT Manager, the essential function of the IT Support Specialist is to ensure the continuous maintenance and delivery of modern technology solutions and services to all school community members. The IT Support Specialist offers support to students and staff who experiencing problems with their computers or software. The IT Support Specialist addresses issues ranging from computers, iPads, and all peripherals used.  The IT Support Specialist is responsible for maintaining TES's computer services and equipment. The duties include troubleshooting to detect and solve technical problems, installing or updating required hardware and software and recommending computer products or equipment to improve productivity.


Application Procedures and Timeline

Complete our application form online; during the process, you will also be asked to upload your CV and a cover letter in which you can share your experience and enthusiasm for the role.

As an employer committed to safeguarding the welfare of children, it is necessary that when completing your application form, there are no gaps in your career history. Any breaks of service must be accounted for.

The application deadline: 4.00 P.M. on 3rd May 2024. We encourage interested applicants to apply for the position as early as possible. We may take the posting down early if we can fill the part before the application deadline.


Responsibilities

End User support

  • Assists staff and students with first-level technical support, both in the tech support centre, through remote device access and in classrooms, offices and other rooms with technical facilities.
  • Provisions first-level, end-user hardware support for desktop, laptop and tablet devices.
  • Provisions first-level software and web tool support. 
  • Provisions first-level network connectivity support.
  • Provisions first-level support for interactive display and video conferencing technologies. 
  • Provides first-class support that encapsulates all IT devices, installation, setup, troubleshooting and on-going maintenance.
  • Sets up equipment such as laptops, data projectors, portable displays, sound systems and other specialist IT equipment, ensuring that systems are ready for use and operating correctly. 
  • Maintains support tickets in the WebHelpdesk ticket management system.
  • Performs ongoing maintenance on IT equipment.
  • Maintains master images and deployment software.
  • Installs computer hardware and software as and when required.
  • Supports the implementation of the Windows Management System, Desktops, Laptops and other devices.
  • Provides 1 to 1 programme support including but not limited to manning the Helpdesk.

Maintenance

  • Detects, diagnoses and resolves computer, printer and peripheral device faults.
  • Ensures proper maintenance of all computers, printers, and peripherals at the EPC as defined in annual maintenance plans.
  • Ensures proper IT security according to IT policy, e.g. update of EndPoint services.
  • Assists with the maintenance of software, OS installation and deployment.

Administration

  • Contributes actively to the maintenance and action of an effective web Helpdesk system, ensuring that tasks are logged, and effective feedback promptly provided.
  • Contributes actively to IT assets inventory management by ensuring the asset tracking schedule is monitored and kept up-to-date. 
  • Maintains documentation to reflect current updates. 
  • Develops documentation for new processes and shares these with colleagues.
  • Oversees the management of Toner & Ink Cartridge consumables in liaison with the IT Officer.

Safety Compliance

  • Monitors and achieves efficient organisation of the work and storage areas and ensures cleanliness, safety and security.
  • Maintains confidentiality of information acquired in the course of undertaking duties for the IT department.

Other Responsibilities

  • Undertaking duties as the Line Manager or Director of IT may reasonably request.
  • Adhering to established safeguarding procedures at TES.
  • Keeping up to date with the latest technologies, undertaking available training opportunities and demonstrating a commitment to continuous professional development.
  • Contributing to the ethos of the school, in all areas of contact and responsibility, in relationships with staff and students by working collaboratively with others to achieve the agreed aims of the school.
  • Provide training and assistance to staff and students on new technologies, software applications, and IT best practices.
  • Communicate effectively with all levels of school staff, external vendors, and IT service providers to support and advance the school's technology goals.
  • Flexibility to operate across two campuses where there is a need.

Educational and Professional Background

  • Degree in Computer Science, Information Technology, or related field: Essential for foundational knowledge in IT.
  • Coursework and/or certifications relating to Information Technology support processes (ITIL, CompTIA et.al.)
  • Coursework and/or certification relating to Information Technology skills and concepts.

Relevant Experience

  • Minimum of 2 years experience in a technical support role or similar position with relevant duties and skill requirements.
  • The IT Support Specialist should have experience in addressing issues across a wide range of devices (computers, iPads, printers, storage devices) demonstrating a practical application of technical skill.

Skills / Abilities

  • Familiarity with policies, procedures, and security considerations relating to educational technology use by children and students including 1-to-1 programmes and network security protocols.
  • Experience working in an education environment and familiarity with education operational requirements.
  • Business-level English communication skills (written and oral).
  • Excellent technical troubleshooting skills and a deep understanding of troubleshooting processes and procedures.
  • Excellent customer service skills, and responsive attitude.
  • Precision and attention to detail.

Personal Attributes

  • Friendly, good-humoured, and empathetic disposition suited to working with others and solving problems under pressure.
  • Flexibility, patience, and a desire to work with and around children of all ages in an educational environment.
  • Ability to develop new technical skills quickly through both self-study and formal professional development activities.
  • Proficiency in communicating technical information to non-technical audiences.
  • Ability to work well within a team, collaborating with other IT staff and different departments.
  • Capable of managing time effectively, prioritizing tasks, and meeting deadlines.
  • Willingness to continually learn new technologies and adapt to changing technologies and environments.
  • Ability to handle stress and bounce back from challenges or failures.
  • Strong sense of ethics, especially regarding privacy, data protection, and intellectual property.