About the Role
Facilitate and provide IT support to all Administrative and Educational staff. Facilitate the use of systems/applications Intranet and Internet to all users and ensures best practices, installation & configuration of school's computer hardware operating systems and applications and its maintenance and monitoring.

Key Responsible Areas:

Operational
- Install, configure and maintain servers, PCs, peripherals, IT tools/equipment, packaged software, antivirus, utilities, software tools and software patches.
- Install, administer and upgrade the computer network infrastructure.
- Troubleshoot problems arising from hardware, software, application systems, network infrastructure virus and security related attacks
- Install/ reinstall and configure packaged software and applications, antivirus, software utilities and patches.
- Update antivirus, systems software and other software updates, when required.
- Setup user accounts and profiles for school users (Admin & Academic).
- Set up equipment in offices, classrooms, and labs. Along with setting up accounts and profiles for all users.
- Assign priorities to problems reported, based on the severity, and coordinate with the concerned parties (SSC-IT, vendors, suppliers, etc.), where required, in tracking and resolving the problem.
- Provide user support (Admin & Academic ) - assist users in the appropriate use of systems/applications Intranet and Internet usage and provide them the best possible solutions to their IT related issues/ problems.
- Respond to queries on the status of the problem or service request.
- Respond to emergency call to classrooms for equipment, software and network problems, provide AV support and provide technical support for software projects at school.
- Follow service desk procedures and deliver excellent support and customer service.
- Diagnose and resolve user tickets related to hardware, software, and networking.
- Setup and ensure the strict compliance of procedures related to daily backup and other periodic routines - Software patches, data transfers/ interchange, port/ import/ export and restoration from backups when required.
- Maintain records of and manages site licenses for software purchased. Notifies SCC-IT when upgrades/ renewals are required.
- Record, monitor and control software licenses purchased and used and notify SSC-IT when upgrades/ renewals are required.
- Maintain current inventory of hardware and software.
- Prepare school ict budget for every academic year.
- Assist the school in updating their web-sites, as required.
- Train users in the appropriate use of hardware, network, Intranet, internet, standard software packages and software tools.
- Assist in closure of technology related audit observations points.
- Coordinate and interact with SSC-IT, for all school matters related to IT policy, systems integration and networking (group wide), IT- infrastructure, purchases, upgrades, warranty, and replacements, new technology and requirements, technology plan and budgets.
- Coordinate with IT vendors (and SSC-IT, where relevant) for IT items ordered and delivered, upgrades and replacements warranty issues and payments due.
- Interact and provide technical support to digital leads, VLE coordinators, PRE, MSO and school administration.

General
- Embrace and encourage the ethos and standards of excellence as defined in the GEMS Core Values.
- Contributes to the liaison and effective communication with vendors for all device related hardware and software technologies and requirements.
- Ensures the GEMS policies, procedures, and codes of conduct are followed at all times.
- Ensure high standards of confidentiality to safeguard corporate sensitive information.
- Initiate effort and energy beyond the typical work day, where the tasks require additional commitment.
- Perform other duties as requested by reporting line managers / supervisors.