Campus Support Technician

Job Description:

• Location: On-site
• Start date: To be defined
• Languages: English is mandatory

The Campus Support team is the main onsite support for end-users of the duty station. It is responsible for the management of Campus service requests and incidents, collecting, recording, and resolving technical issues at the Tier 1 level, and escalating higher complexity incidents as needed. Campus support is both an on-site service for users of the duty station and a remote support service for the offshore and near shore personnel.

Duties and Responsibilities:

• Providing end-user support for IT equipment, software, and applications.
• Managing and maintaining IT assets, ensuring accurate inventory and compliance with asset management policies.
• Assisting with the setup and configuration of workstations, laptops, and peripheral equipment.
• Deploying and supporting mobile devices, including smartphones and tablets.
• Administering user accounts, access rights, and security policies.
• Troubleshooting hardware and software issues, escalating when necessary.
• Supporting conference and meeting services, including video conferencing setup and maintenance.
• Logging incidents and service requests in IT service management tools (e.g., ServiceNow).
• Creating and maintaining documentation, FAQs, and user guides for IT support.
Collaborating with internal teams such as Service Desk, network infrastructure, and platform services.

Required Qualifications & Experience

• Proficiency with IT service management tools, preferably ServiceNow.
• Experience and advanced knowledge with Windows desktop/laptop support, and/or application deployment.
• Experience in remote troubleshooting of end user computer issues.
• Basic understanding of conference management systems and audiovisual equipment.
• Basic knowledge of Azure Active Directory and PowerShell scripting.
• Strong troubleshooting skills for hardware, software, and operating system issues.
• Fluency in English (verbal and written) with excellent communication and interpersonal skills.
• Experience with MAC-OS
• Experience with PowerApps development for custom business applications.
• SharePoint Online site management skills.
  
• Advanced PowerShell scripting for automation and administrative tasks.
• Competence in managing Microsoft Intune for device and application management.
• Understanding of ITIL frameworks and ISO 27001 security standards.
• Familiarity with basic network infrastructure concepts and troubleshooting.