Company
ACG School Jakarta
Type
Full Time from July 1st, 2018
Description
Functional Relationship: IT Staff, Staff, Students
MAIN PURPOSES
To provide an effective and efficient technical support service to staff and students using computer, printing and communications services within ACG. Produce systems documentation and procedures as required

KEY TASKS AND FUNCTIONS
Information Systems / Database Management
  • Provide effective and efficient level 1 support for users for all information systems, including, but not limited to, Academic Reporting Systems, Student Management Systems, Learning Management Systems.
  • Provide effective and efficient level 1 support for users for all standard ACG applications, including, but not limited to, MS Office and FileMaker Pro
  • Provide effective and efficient level 1 support for users with communications systems
  • Install, configure and troubleshoot components of communications systems
  • Escalate issues which cannot be resolved to the ICT Infrastructure Manager or Information Systems Manager, including details of actions taken in attempting to resolve the issue
  • Be aware of user’s non-compliance with ACG IT policy and advise the ICT Infrastructure Manager or Information Systems Manager as appropriate

Infrastructure Design and Management
  • Provide effective and efficient level 1 support for all printing and photocopying systems
  • Liaise with external suppliers for issues with printing and photocopying systems as required to resolve issues
  • Develop understanding of the group’s IT infrastructure
  • Follow trends and developments / advances in technology (by attending courses, vendors events, carrying out professional reading etc.)
  • Carry out implementations of new hardware/systems as directed
  • Assist with planning on new projects as requested

Operational Management and Technical Support
  • Resolve problems arising with workstations and other end-user equipment
  • Resolve problems arising with end-user applications
  • Carry-out testing of all new workstations and other end-user equipment prior to placing them into production
  • Provide basic training for staff in use of standard ACG applications, including, but not limited to, MS Outlook, Academic Reporting Systems, Student Management Systems, Learning Management Systems
  • Assist with testing of other new IT implementations as directed
  • Record deliveries of equipment and arrange for installation of new equipment as directed
  • Provide notification of problems arising with ACG’s IT infrastructure and systems as appropriate

Customer service
  • Provide responses to customers in a timely manner
  • Communicate with customers in a professional manner, maintaining confidentiality where applicable
  • Provide high levels of customer service to all ACG staff, including IT staff
  • Ensure all activity benefits customers
  • Follow-up matters to ensure customer is aware of status of query/complaint

iPad implementation and ongoing technical assistance
  • Setup of all student iPads and ongoing assistance with application upgrades and licencing
  • Provide staff with assistance, where required, with use of iPads from a technical viewpoint.

Documentation
  • Write accurate documentation on end-user use of software as required
  • Complete change management documentation to department standards to minimise risk associated with changes
  • Ensure documentation is clear, concise and easy-to-read (jargon free)

Team work
  • Provide cover for other IT staff and functions as required
  • Attend training sessions as part of new projects and implementation
  • Attend IT meetings as required
  • Attend Open Days and other promotional/marketing events as required

Reporting
  • Maintain records of assets allocated to staff
  • Maintain records of issue-related work carried out using ACG’s IT department issue-tracking software
  • Ensure any risks to ACG’s IT systems are reported
And any other duties as may reasonably be required
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