IT Support Engineer

Horizon English School is currently recruiting an IT Support Engineer.

LOCATION

Dubai, UAE

REPORTS TO

Lead Technician and Head of Education Operations

About The School

Horizon English School is a vibrant, outstanding international primary school of over 1,000 learners, representing more than 60 nationalities and following the National Curriculum of England. An accredited member of BSME (British Schools in the Middle East), the school has provided academic excellence to the community for more than thirty years.

Centrally located in Jumeirah, Horizon caters for students from 3 to 11 years old. Our learning is exciting and innovative, and children's interests are at the heart of everything we do. Our highly qualified UK-trained teachers, combined with purpose-built facilities, enable every child to thrive and prepare to be citizens of the future.

About The Role

This is an exciting opportunity to join the IT function at one of the leading schools in the region, providing seamless technology support across the school.

As IT Support Engineer, you will manage day-to-day technology activities, maintain the school's digital assets so they are in optimal condition for staff and students, and provide the support users need. You will answer questions, troubleshoot issues and resolve service requests raised by staff and students, while carrying out the proactive maintenance needed to extend the life of IT assets. You will work to approved service level agreements (SLAs) and liaise with school staff, regional and group IT teams, and external IT service partners.

You will also work with the Cognita Middle East Projects team when required to support technology refresh projects, and may be asked to support other schools or sites at the request of the regional IT team.

Key Responsibilities

Service desk and user support

• Provide full technical support to staff and students through the service desk/helpdesk, making sure all issues are logged, prioritised and updated in a timely manner in line with approved SLAs
• Provide support to staff in the classroom and online
• Manage staff and student user accounts, including Microsoft 365 administration, following agreed policies and procedures
• Support the collaboration and document-sharing tools used across the school
  
  

Devices, systems and infrastructure

• Carry out routine maintenance of computer hardware and network services to maintain agreed availability
• Monitor and maintain school infrastructure
• Troubleshoot desktop, laptop and server hardware and recommend solutions
• Deploy operating system images
• Administer mobile device management (MDM) platforms for Windows and Apple devices (for example Intune, Windows Autopilot and JAMF)
• Install and administer endpoint security and anti-virus solutions
• Provide L1 support for classroom technology (smart boards and monitors, projectors, Apple TVs) and escalate to vendors where needed
• Configure and support print management solutions, including user access to printers and usage reporting
• Troubleshoot access control and CCTV systems and raise tickets with support vendors where required
• Support the school telephone system
• Coordinate with the network team on Wi-Fi and internet connectivity issues across campus and recommend solutions
  
  

Security, compliance and administration

• Maintain cyber security as advised by Group, and ensure the school follows the Cognita enhanced 23-point CIS (Center for Internet Security) controls
• Maintain site documentation, including hardware and software inventories, contracts and Annual Maintenance Contracts (AMCs), to ensure accuracy and legal and financial compliance
• Process and track purchase orders on behalf of the IT department, including contract renewals
• Prepare, format and circulate regular IT documents, reports and presentations
• Act as the go-to person for IT enquiries
• Support school events and functions
• Undertake other reasonable duties as requested
  
  

General responsibilities

• Model the Horizon values in all language and interactions
• Comply with and show an active commitment to safeguarding policies, procedures and the code of conduct
• Follow all school policies, procedures and handbooks
• Respect and maintain professional confidentiality
  
  

Requirements

Qualifications and experience

• Degree, diploma or equivalent qualification in IT, Computer Science or a related field
• 3+ years of experience in an IT support role, preferably in a school or education setting
• Experience working in a service desk environment, with an understanding of service desk systems
• ITIL Foundation certification
• Excellent English communication and presentation skills
  
  

Technical skills

• Windows 10/11 and Windows Server 2016/2019
• Active Directory support
• Microsoft 365 administration and knowledge of the wider suite (Word, Excel, PowerPoint, OneDrive, SharePoint, Teams, Forms)
• Experience administering Windows, macOS and iOS
• MDM experience: Microsoft Intune and Windows Autopilot, ideally JAMF Pro and Apple School Manager
• Print management experience (Xerox or Canon), with basic working knowledge of PaperCut
• Audio visual support (boards and screens)
• Telephone system support
• Working knowledge of Cisco Meraki and Fortinet firewalls
  
  

Desirable

• Microsoft 365 and Microsoft server certifications
• CCNA or CompTIA Network+
• SIMS.net and SOLUS3 support
• Experience with school learning platforms such as Seesaw
• Experience in an education group or international school
• Ability to line manage staff
  
  

Personal qualities

• Exceptional customer service skills
• Self-motivated, with effective time management and the ability to work unsupervised
• Proactive and pragmatic, able to use initiative and work accurately under pressure
• Excellent interpersonal skills, a strong work ethic and well organised
• Able to engage effectively with IT service partners
• A positive role model who can embody the Horizon core values
• Tech-savvy and fluent in using apps and technology that enrich pupils' learning
  
  

WORKING HOURS AND SAFEGUARDING

Working hours: 7.15am to 4.00pm, or as required. Meetings and out-of-hours events as required.

Horizon English School is an equal opportunity employer committed to safeguarding and promoting the welfare of all its employees and students. A police check is a pre-requisite for all appointments, and a vetting procedure is applied to all appointments.

The school reserves the right to interview and appoint strong candidates before the official closing date, and therefore we would encourage candidates to apply early in the process.

Thank you for your interest in Horizon English School. Due to the large number of applications expected, only shortlisted candidates will be contacted.

Horizon English School and Cognita are committed to safeguarding the welfare of children and young people and expect the same from their employees. All new staff will be subject to detailed and enhanced pre-employment clearance, including identity checks, criminal background checks for all countries lived in, qualification checks, employment checks to include an exploration of any gaps in employment, and satisfactory reference checks for all employment in the last 10 years.

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