IT Support Engineer

Job Description (JD) – IT Support Engineer (School IT Infrastructure Management)

Position: IT Support Engineer
Department: Information Technology (IT)
Reporting To: School Administrator / IT Manager / Principal / Management
Location: School Campus
Employment Type: Full-Time

Position Summary

The IT Support Engineer is responsible for managing, maintaining, and supporting the school's IT infrastructure, ensuring uninterrupted operation of IT systems, networks, classroom technologies, AV systems, servers, end-user devices, and cybersecurity practices. The role includes proactive monitoring, troubleshooting, asset management, user support, and implementation of IT solutions to support educational and administrative operations.

Key Responsibilities

1. IT Infrastructure Management

• Manage and maintain school IT infrastructure including:
• Servers (Physical)
• Monitor system performance and uptime.
• Ensure high availability of critical IT systems.
• Perform regular maintenance and updates.

2. User Support \& Helpdesk

• Provide Level 1 and Level 2 support to:
• Teachers
• Administrative staff
• Management
• Students (where applicable)
• Diagnose and resolve hardware/software issues.
• Handle support tickets within agreed SLA.
• Provide onsite and remote support.

3. Device Management

Support and maintain:

• Desktop PCs
• Laptops
• Printers
• Interactive displays
• Projectors
• Classroom AV equipment

4. Asset Management

• Maintain updated IT asset inventory.
• Track warranties and AMC contracts.
• Record installation, repairs, and replacements.
• Generate periodic asset reports.

5. Documentation \& Reporting

Prepare and maintain:

• IT policies
• Incident reports
• Maintenance records
• Daily/weekly activity reports
• Preventive maintenance schedules

Daily Duties

• Respond to user support requests.
• Perform preventive maintenance.
• Update asset inventory.
• Resolve reported incidents.

Required Skills \& Qualifications

Education

• Bachelor’s Degree/Diploma in IT, Computer Science, Network Engineering, or related field.
• Language – English, Hindi, Malayalam, Arabic will be preferred.

Experience

• 2–5+ years of IT support experience (preferably in schools or educational institutions).

Technical Skills

Experience with:

• Windows Server
• Active Directory
• Microsoft 365 Administration
• Google Workspace
• Networking (TCP/IP, VLAN, Firewall)
• Printers
• Endpoint security solutions

Preferred certifications:

• Microsoft Certified
• CCNA

Key Competencies

• Troubleshooting skills
• Communication skills
• Time management
• Documentation ability
• Customer service mindset
• Problem solving
• Ability to work under pressure

Performance KPIs

• Ticket response and closure time
• Infrastructure uptime %
• User satisfaction score
• Preventive maintenance completion
• Backup success rate
• Asset accuracy
• Security incident resolution time

Working Conditions

• Availability for emergency support outside working hours when required.
• Onsite support across school campuses (if applicable).
• Participation in weekend maintenance activities when needed.

Employee Responsibilities \& Conduct

• Follow school policies and SOPs.
• Report to School Administrator, IT Staff, and Principal as directed.
• Do not access unauthorized systems, accounts, or areas.
• Maintain confidentiality of school data.
• Avoid misuse of school IT resources.
• Damage or loss caused by negligence may result in recovery as per company policy.
• Maintain professional behavior on client/school premises.

Pay: AED2,500.00 - AED3,000.00 per month

Work Location: In person