First Line Support Tech Agent

hace 2 semanas

Panamá, Panamá, Panamá The International School of Panama A tiempo completo

Position Summary:


First Line Support Tech Agent's responsibilities are to attend assigned tickets on campus or at the main Tech office through the helpdesk ticketing dispatch center.

First Line Support Tech Agent assists end users who are experiencing issues with the daily use of their end-user devices like laptops, Macbooks, iPads, phones, or peripherals like smart boards, smart TVs, Apple TVs, projectors, and printers among others.


Support activities are but are not limited to:

Installing software/updates for both Windows and Apple OS, troubleshooting connectivity issues for peripherals, assisting in diagnosing technical malfunctions, performing maintenance tasks, and assisting in the deployment of any seasonal technical projects.

Reporting Line and Organizational Structure

This position reports to:
The technology Support Services Manager

Organizational Accountabilities
ISP is committed to the health, safety, and well-being of its students and staff.

ISP also expects staff to comply with its policy and procedures that relate to statutory requirements and best practices outlined but not limited to the ISP Staff Handbook.

Of particular importance are the policies related to Child Protection Inclusion and Diversity.

Appointees are accountable for completing available training on these matters and ensuring that their knowledge, and the knowledge of their staff, is up to date.

Key Accountabilities Attend assigned Helpdesk tickets and resolve end user issues & respond in the established Service Level agreements.

Assist end users on-site or at the tech center Software rollouts or updates for Windows and Apple devices Troubleshoot and maintain peripherals.

Assist Senior Technicians in diagnosing malfunctioning devices/peripherals Working continuously on a task until completion (or escalate to second-line support technicians) Rapidly establishing a good working relationship with colleagues.

Assist in the deployment of seasonal technical projects.

ISP is a non-profit, student-centered, independent school, inspiring lifelong learners for a future without borders.

We are recognized as a leader in international education, offering world-class opportunities for students since 3 years old at Early Childhood Center to 12th grade.

The International School of Panama operates under the license of the Ministry of Education of Panama and is accredited by AdvancED.

As an authorized IB World School, we offer the International Baccalaureate Program (IB) for students in grades 11 and 12.

In addition, we offer the unique Innovation and Entrepreneurship Certificate and AdvancED certified STEM programs.

Requisitos:

Key Selection Criteria and Competencies

Education:
Working towards a Bachelor's/ technician degree in a relevant Technology field or Relevant Market Certifications/ Proven experience Experience: 1+ year' experience or demonstrated knowledge in technical task execution

Language:
Intermediate conversational English with basic report writing.

Special Skills and Competencies:
Demonstrated experience with operating systems, devices and peripherals.

Ability to meet deadlines and manage stress effectively in high-pressure situations Basic understanding of IT principles Strong sense of discretion and confidentiality required Ability to think logically and demonstrate problem solving, initiative, self-guidance, task-orientation, attention to detail, and organizational skills required to prioritize workload and complete tasks effectively and efficiently Demonstrate interpersonal skills and understanding, ability to work well in a team, Commitment to team/school goals and vision and willingness to share Knowledge and expertise in these areas.

Customer service orientation Fulfill all other duties and responsibilities of an ISP staff member.

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