IT Support Technician At Ais - Immediate Start

Main Purpose
Responsible for the overall planning, organization and execution of all ICT functions. This includes directing all IT operations to meet administration and teaching staff requirements, managing and maintaining the existing IT infrastructure and applications.
Key Tasks and Functions
Information Systems / Database Management
• Provide effective and efficient level 1 support for users for all information systems, including, but not limited to Student Management Systems, and Learning Management Systems.
• Provide effective and efficient level 1 support for users for all standard AIS applications, including, but not limited to, MS Office, FileMaker Pro.
• Provide effective and efficient level 1 support for users with communications systems.
• Install, configure and troubleshoot components of communications systems.
• Escalate issues which cannot be resolved to the IT manager, including details of actions taken in attempting to resolve the issue.
• Be aware of user’s non-compliance with AIS IT policy and advise the IT manager.

Infrastructure Design and Management
• Provide effective and efficient level 1 support for all printing and photocopying systems
• Liaise with external suppliers for issues with printing and photocopying systems as required to resolve issues
• Develop understanding of IT infrastructure
• Follow trends and developments / advances in technology (by attending courses, vendors events, carrying out professional reading etc)
• Carry out implementations of new hardware/systems as directed
• Assist with planning on new projects as requested
Operational Management and Technical Support
• Resolve problems arising with workstations and other end-user equipment
• Resolve problems arising with end-user applications
• Carry-out testing of all new workstations and other end-user equipment prior to placing them into production
• Assist with testing of other new IT implementations as directed
• Record deliveries of equipment and arrange for installation of new equipment as directed
• Provide notification of problems arising with AIS’s IT infrastructure to the IT manager

Customer service
• Provide responses to customers in a timely manner
• Communicate with customers in a professional manner, maintaining confidentiality where applicable
• Provide high levels of customer service to all AIS staff, including IT staff
• Ensure all activity benefits customers
• Follow-up matters to ensure customer is aware of status of query/complaint

Documentation
• Write accurate documentation on end-user use of software as required
• Complete change management documentation to department standards to minimise risk associated with changes
• Ensure documentation is clear, concise and easy-to-read (jargon free)

Team work
• Provide cover for other IT staff and functions as required
• Attend training sessions as part of new projects and implementation
• Attend IT meetings as required
• Attend Open Days and other promotional/marketing events as required

Reporting
• Maintain records of assets allocated to staff
• Maintain records of issue-related work carried out using AIS’s IT department issue-tracking software
• Ensure any risks to AIS’s IT systems are reported

And any other duties as may reasonably be required by the IT Manager.

- Bilingual in Vietnamese and English
- To assist students as required
- To work co-operatively with the teaching staff and assist them as directed
- Referred Industry certification refer is CCNA and MCSE
- College or technical degree of IT or computer science
- 2 years of working experience in international school environment or company
- Must be organised
- Great with people

- Outing
- personal medical insurance

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