The Senior IT Technician will offer excellent, face-to-face IT services to students and staff at a GBS campus and provide technical support to ensure the optimal functioning of GBS systems.
Main Responsibilities
1. Respond to, raise, and allocate IT tickets within the Service Management system, including:
* Set up and configure PC/laptop equipment with required operating systems, software, and drivers.
* Assist in the use of computer hardware and software provided by GBS.
* Support the setup and movement of Audio Visual and IT equipment as needed.
* Troubleshoot, diagnose, and resolve issues, escalating when necessary.
* Collaborate with team members on troubleshooting.
* Provide one-on-one training on technology.
* Support password recovery and management.
* Monitor End Point Security reports for proper coverage.
* Maintain network switches and other network infrastructure.
* Serve as the first contact for troubleshooting and escalation.
* Follow security and privacy best practices.
* Test and evaluate new software and hardware.
* Maintain logs of equipment, repairs, and maintenance activities.
* Guide users on new software and hardware usage.
* Provide administrative support such as printing, filing, and data processing.
* Support users and manage error reports and ticketing.
* Travel between campuses may be required.
* Assist with ID card printing and support as needed.
Requirements
* Strong knowledge of network infrastructure, internet security, and data privacy (e.g., CCNA, Security+, Azure fundamentals).
* Experience with OS and software installation, network management, and administration.
* Experience providing remote and in-person IT support.
* Familiarity with service management systems and ITIL practices.
* Knowledge of computer hardware/software systems and information analysis.
* Proficiency with MS Office 365, Intune, Azure AD, backup, and system monitoring tools.
* Experience with solution implementation, configuration, and testing.
* Experience managing a team is desirable.
Other Information
The Senior IT Technician is expected to demonstrate commitment to GBS values, equal opportunities, environmental responsibilities, and health and safety policies, contributing to a safe and inclusive campus environment.
This description is not exhaustive; duties may change as needed.
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