Information Technology Executive

Role :

School IT Support Engineer

Department : Operations

Designation : Executive Operations

Location : Vibgyor High Magarpatta.

Reporting to : The Manager Operations and The Principal

Primary Purpose : Dedicated onsite support for school IT infrastructure, classroom technology and approved applications.

Preferred candidate profile

Key Responsibilities

• 1. Job Purpose:

• The School IT Support Engineer will provide dependable onsite Level 1 support for users, devices, classrooms, computer labs, networks, surveillance systems and approved school applications. The engineer will resolve common issues, collect clear evidence, coordinate the correct Level 2/3 or vendor team and confirm service restoration.
• 2. Expected Results:

• Quick onsite response and restoration of common IT issues.
• Ready classrooms, computer labs, IFPs, printers, networks and school applications.
• Complete tickets with actions, evidence, user confirmation and timely escalation.
• Accurate inventory, warranty records and vendor follow-up.
• 3. Key Responsibilities :

• 3.1 End-User and Device Support
• Provide onsite Level 1 support for approved laptops, desktops, peripherals and user accounts.
• Install and configure approved Windows operating systems, updates, drivers and software.
• Troubleshoot login, performance, storage, display, audio, camera, peripheral and connectivity issues.
• Support Microsoft Office / Microsoft 365, Outlook, Teams, OneDrive and approved SharePoint access or synchronisation.
• Keep devices and work areas neat after support work and protect all user and school data.
• 3.2 Windows Server, Active Directory and Microsoft 365
• Understand basic Windows Server roles such as domain services, DNS, DHCP, file and print services.
• Check basic server health, services, event logs, storage and network status, then provide useful evidence for escalation.
• Create, enable or disable user accounts; unlock locked accounts; reset passwords; and check account status only through approved requests and delegated access.
• Support Windows domain login and approved group assignment by following the authorised SOP.
• Use the approved Microsoft 365 console for user lookup, password reset, sign-in status, basic user management and Licence-status checks.
• Escalate MFA, tenant policy, licensing purchase and privileged administration issues to Central IT.
• 3.3 IFP, Computer Lab, Android and Printing
• Operate IFP power, source, OPS, touch, audio, camera, casting and network functions.
• Guide teachers on Whiteboard, Notes, Canvas, Sens-Board and other approved classroom applications.
• Complete computer-lab readiness checks for login, Internet, peripherals, approved applications, seating and device mapping.
• Configure approved Android devices for Wi-Fi, accounts, apps, updates, display and casting, within the authorised process.
• Install printer drivers and queues; check paper, toner, basic jams and connectivity; test printing, scanning and scan-to-email.
• Raise and follow up managed-print or OEM calls when the issue needs specialist support.
• 3.4 Network, Wi-Fi, Internet and Firewall - Level 1
• Understand IP address, subnet, gateway, DHCP, DNS and basic VLAN concepts.
• Check switch power, port/link status, PoE, uplinks, patch cords and endpoint connections.
• Trace connected devices and identify common network-loop symptoms for safe escalation.
• Check Wi-Fi access points and routers; separate device, Wi-Fi, LAN and ISP-related issues.
• Configure approved Wi-Fi on Windows and Android devices using the correct SSID and PSK without disclosing credentials.
• Support approved AD-authenticated Wi-Fi and record the username, device, time and error details when escalation is required.
• Check firewall or ISP CPE indicators, primary and backup links, reachability and speed, then raise and follow provider tickets.
• Inspect LAN points, faceplates, patch cords, labels, racks and uplink status, and coordinate approved cabling work.
• Check Internet Lease Line, Broadband Connectivity. Test Speed. WAN IP Configuration and management etc.

• 4. Apple Device and Application Support for VWA School
• These skills are mandatory for candidates proposed for an Apple-enabled school and preferred for other school locations.
• Set up and support user profiles, updates, printers, displays, cameras, audio, storage and applications on MacBook and iMac.
• Support iPad and iPhone Wi-Fi, managed applications, updates, casting, storage and classroom readiness.
• Support Safari, Mail, Pages, Numbers, Keynote, Preview, Air Drop, Air Play and other approved learning applications.
• Configure approved PSK or enterprise Wi-Fi and support basic macOS AD domain, Entra ID or SSO integration.
• Validate authorised file-share, printer and school-service access from Apple devices.
• Understand basic Apple School Manager, Managed Apple ID and device-assignment concepts.
• Perform authorised Jamf School or approved MDM enrolment and policy-sync checks, then escalate privileged actions.

• 5. School Applications, CCTV and Security
• 5.1 School and In-house Applications
• Provide Level 1 support for approved applications such as ERP, Transport, Attendance, Gate, Bearer, Communication, VLeap and Hubble.
• Record the affected user, date and time, transaction, screenshot, error and business impact.
• Follow the approved SOP or runbook, apply known Level 1 steps and escalate with complete information.
• Support user validation after a bug fix and confirm whether the issue has reoccurred.

• 5.2 Campus and Bus CCTV
• Installation & Configuration of NVR-DVR & CCTV Camera , Check camera, DVR/NVR and VMS availability, image quality, Date & time , recording, time, Troubleshooting,
• Maintain status records, raise approved vendor calls and confirm restoration.
• Do not view, copy, extract or share CCTV footage without formal approval.

• 5.3 Endpoint and Information Security
• Check approved antivirus or EDR status, screen lock, operating-system updates and restricted USB practices.
• Report suspected phishing, malware, credential misuse, unauthorised access or data exposure immediately.
• Never bypass security controls, share passwords or PSKs, or use personal credentials for official support.
• 6. Ticketing, Inventory, Vendors and School Events
• Log every incident, request, preventive task, vendor follow-up and planned activity in the approved ticketing system.
• Update tickets with impact, time, action taken, owner, pending dependency, evidence and next update time.
• Close tickets only after service restoration and user or owner confirmation.
• Maintain asset tags, make/model, serial number, user, location, stock, issue/return, transfer, warranty and repair status.
• Check warranty details, raise OEM/vendor tickets, track repair or replacement and verify restoration.
• Support examinations, admissions, parent events, classroom activities, POC, UAT, projects and approved school events.
• Complete opening, mid-day and closing readiness checks and submit the required end-of-day update.

• 7. Training and Knowledge Transfer
• Complete initial application and process training before deployment.
• Attend periodic knowledge-transfer sessions after approved application changes, enhancements, releases, workarounds or bug fixes.
• Learn the changed process, known issues, Level 1 steps, escalation path and updated SOP or runbook.
• Support post-fix validation, monitor recurrence and obtain user confirmation.
• Maintain training attendance, trainer details, assessment score and acknowledgement.

• 8. Soft Skills and Professional Behaviour

• Communication:

  Speak clear and respectful English with school leaders, teachers, staff, students, parents and support teams.

• Email and Ticket Writing:

  Write short, complete and polite updates covering the issue, impact, action, owner and next update.

• Learning Attitude:

  Show interest in learning new technology, applications, SOPs and school processes.

• Ownership:

  Be punctual, alert, energetic and willing to follow issues until confirmed closure.

• Behaviour:

  Remain calm, patient and respectful. Do not argue with users and always follow school discipline.

• Presentation:

  Be clean, presentable, appropriately dressed and display the approved identity card.

• Teamwork:

  Work well with school staff, Central IT, Application Owners, vendors and peers; escalate early without blame.

• Confidentiality:

  Protect student, user, credential, CCTV and business information at all times.
• 9. Working and Service Expectations
• Follow the assigned school roster, duty days, timings and approved shifts.
• Be available for planned examinations, admissions, parent activities and school events when scheduled.
• Acknowledge and escalate critical school-wide or safety-related issues
• Acknowledge high-impact issues and normal.
• Use only authorized credentials, tools, software, spares and change procedures.
• Provide a complete handover before planned leave. A candidate assigned as a backup resource must remain trained and ready for immediate deployment, including one-day absence.
• Complete background verification, induction, confidentiality requirements and required technical assessments before deployment.

Desired Qualification

• Post Graduate In the IT or ITES.
• Diploma in IT, Computer Science, Electronics, BCA, BSc IT or equivalent recognized technical qualification

Experience

• Minimum 3 years of hands-on onsite Level 1 IT support

• Expected Competencies :
• ERP Knowledge.
• Application Support expertise.
• Know How analysis.
• Networking and related Knowledge.
• MS Office and Outlook Configuration.
• Knowledge of User Directory.