Provide L1 and L2 technical support to internal and external users through phone, email, remote access tools, and in-person interactions.
Install, configure, and troubleshoot hardware including desktops, laptops, printers, scanners, and peripherals.
Resolve software-related issues involving Windows/Mac OS, Microsoft 365, antivirus software, email clients, and other enterprise applications.
Monitor system and network performance, perform routine maintenance, and proactively identify potential issues.
Manage user accounts, access rights, and system permissions across relevant platforms.
Maintain accurate records of incidents, troubleshooting activities, and resolutions using the IT ticketing system.
Set up and support video conferencing and collaboration platforms such as Zoom and Microsoft Teams.
Ensure timely resolution of technical issues and escalate complex problems to appropriate teams when required.
Assist in maintaining IT asset inventory and support technology requirements during employee onboarding and offboarding.
Adhere to IT policies, compliance standards, and information security protocols.
Coordinate with parents and learners through phone calls and email to provide updates on reported issues, explain resolutions, collect required information, and ensure timely communication throughout the support process.
Proactively reach out to parents whenever necessary to share updates on learner performance, technical concerns, platform usage, or other school-related support matters as assigned.
Undertake additional responsibilities as assigned from time to time to support team and organizational objectives.
Role Expectations
This is a customer-facing technical support role.
The role requires regular interaction with parents and learners through outbound and inbound phone calls, email, and virtual meetings.
Candidates should be comfortable making proactive follow-up calls, explaining technical issues in simple language, and providing periodic updates to parents regarding learner support and performance.
Strong verbal communication skills and customer service orientation are essential for success in this role.
Qualifications
Bachelor's degree in any discipline (preferred: Education, Communication or similar fields).
6m to 4 years of experience in tech support, ideally within the education or edtech space.
Prior exposure to online schooling or digital learning platforms will be an added advantage.
Only students with no active backlogs are eligible to apply for this position.
