• Manage and coordinate the activities of the helpdesk team.

• Respond to and resolve technical support inquiries from faculty, staff, and students.

• Provide first-line technical support for hardware, software, and network issues.

• Escalate complex issues to Level 2 for resolution.

• Track and document all support requests and resolutions.

• Manage and maintain the FIP Learning Management System (LMS).

• Provide training and support to faculty and students on LMS usage.

• Troubleshoot LMS issues and provide solutions.

• Assist in the maintenance and troubleshooting of IT infrastructure, including servers, networks, and workstations.

• Provide technical support for classroom technology, such as projectors, audio/visual equipment, and interactive whiteboards.

• Ensure the security and integrity of IT systems.

• Develop and deliver training sessions on IT systems and software.

• Create and maintain technical documentation and user manuals.

• Provide ongoing support and guidance to users.

Skills

• Ticketing System: Strong understanding of ITIL Frame work and Ticketing
• Server Administration: Proficiency in Active Directory administration environments.
• Classroom Technology Support (AV Systems, Interactive Whiteboards)
• Network Configuration and Management
• Backup & Recovery: Experience with backup solutions and disaster recovery.
• Hardware: Experience with server hardware, storage devices, and network equipment.
• Ability to manage multiple tasks and projects simultaneously.
• Attention to detail and ability to maintain system documentation