Responsibilities:
Troubleshooting Level 2: Ability to resolve more complex issues related to Microsoft desktops, applications, and cloud services. Log analysis
Provide remote (worldwide) and on-site technical support to users and students operating in a Windows and Mac environment
Provide IT support according to the Best Practices in place and the Service Management framework
Track all support needs and resolution in the Service Desk ticketing system
Identify, escalate and follow-up incidents / requests
Install and upgrade PC hardware and software
Support audio and video equipment in classrooms and conference rooms / remote teaching
Setup and configure new hardware through Intune
Keep track of equipment / consumable spares and maintain hardware inventory
Maintain the inventory system up to date
Install and manage miscellaneous hardware drivers and equipment
Follow-up on IT repairs with suppliers
Manage purchase orders from the initial request to the delivery to the requestor
Create and maintain knowledge base documentation
Troubleshooting basic network problems
Testing updates / patches before the production rollout
Deliver specific training to staff and students (induction)