IT Senior Helpdesk Technician - Blue Pool Road campus

The French International School of Hong Kong is a rapidly growing Educational organization with 4 sites and more than 2,700 students and more than 300 staff. We manage more than 1,500 devices, including PCs, Chromebooks and iPads, across 4 different networks.

We are looking for a qualified IT Senior Helpdesk technician to join our team and work in our Blue Pool Road office. Candidate will be required to go to other campuses from time to time.

RESPONSIBILITIES
SKILLS
• Provide support services (infrastructure, hardware and application) for all users (students, employees and parents)
• Troubleshoot and complex issues (network connectivity issues, including remote access, secure Wi-Fi and wired connectivity to the internal network…) and work with other team members / outsource company to identify root cause and resolution.
• Work independently while simultaneously being a collaborative team member striving for team success.
• Serve as the most senior technical resource and escalation point for the IT Help Desk team.
• Performs preventative maintenance
• Perform PC, peripherals and branch server installation, configuration and maintenance
• Liaise with vendors in equipment delivery, setup and maintenance
• Triage IT Help Desk tickets and plays a significant role to maintain Help Desk SLA commitments
• Escalate critical incidents to Help Desk Manager, as needed.
• Asset management and inventorying skills
• Administrative tasks including (but not limited to): documentation, IT training provision, services monitoring, reporting, inventory taking, helpdesk system operation
• Proficient technical knowledge of computer hardware, operating systems (Windows OS (10), iOS and Chrome OS devices), network configurations, video projectors, interactive whiteboards, printers..., Active Directory users and computers, PaperCut & Print credits, SMART Technologies, PowerShell, Server management (Windows & Linux servers, Backup Exec), Networking (switch/firewall/VPN/SAN/WiFi AP & Controller/CCTV), virtualization (VMWare).
• Strong communication skills in English (verbal and written) - Knowledge in French and/or Cantonese is a plus

QUALIFICATIONS
• Familiarity with case ticketing systems and ITIL practices and processes
• Working technical knowledge of enterprise technology infrastructures and ITIL practices
• Aptitude for application-level support, migration and deployment activities
• Knowledge of monitoring and alerting systems

EDUCATION
• Certificate or Diploma in Computer Science or equivalent or the equivalent combination of education, technical certifications or training, or work experience.

EXPERIENCE
• 3-5 years of directly related experience supporting help desk operations
• Experience working in a school would be an advantage

Please submit your application (resume and cover letter) to the Recruitment and Human Resources Development Manager by email to: recruitment@lfis.edu.hk
Only shortlisted candidates will be contacted.
All information provided by the applicants will be kept confidential and used for employment-related purposes only.