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The position combines system administration, helpdesk support, infrastructure monitoring, training, telephony support, and data management. The ideal candidate is proactive, service-oriented, and collaborative, with the ability to support both academic and administrative operations while contributing to continuous improvement and innovation in educational technology.

1. System Operations & Monitoring

• Monitor MIS applications, servers, network services, and hardware to ensure optimal system performance and uptime.
• Perform daily system health checks, event log reviews, and preventive maintenance activities.
• Assist in implementing software updates, patches, antivirus management, and backup procedures.
• Support system availability, reliability, and recovery processes.

2. User Support & Helpdesk Services

• Provide Level 1 and Level 2 technical support to faculty, staff, and students across supported platforms and systems.
• Respond to helpdesk tickets and service requests within established service level agreements (SLAs).
• Troubleshoot and resolve hardware, software, account access, and application-related concerns.
• Deliver onsite and remote technical assistance as needed.
• Maintain accurate documentation of incidents, troubleshooting steps, and resolutions.

3. End-User Technical Support

• Diagnose and resolve issues involving desktops, laptops, printers, classroom technology, audiovisual equipment, and mobile devices.
• Assist in the setup and support of meetings, events, presentations, and multimedia requirements.
• Ensure all support activities and resolutions are properly logged and documented.

4. Training & Documentation

• Develop user guides, FAQs, knowledge base articles, and tutorial materials for supported systems and applications.
• Conduct orientation sessions and periodic training for faculty, staff, and students on system usage, updates, and best practices.
• Document technical procedures, configurations, workflows, and troubleshooting processes to support operational continuity and knowledge transfer.

5. Network & Infrastructure Support

• Monitor and support LAN, Wi-Fi, internet connectivity, and network devices to ensure stable performance.
• Troubleshoot connectivity and network-related issues, escalating critical concerns when necessary.
• Perform basic infrastructure tasks including patching, cabling, device setup, and port tracing.
• Coordinate with vendors, service providers, and internal teams for infrastructure maintenance and issue resolution.

6. PABX / VoIP Telephony Support

• Support the administration and maintenance of the institution’s PABX and/or VoIP phone systems.
• Configure user extensions, voicemail accounts, call routing, and automated phone responses.
• Troubleshoot telephony and call-quality issues and coordinate with telecom providers as required.
• Maintain communication system functionality and uptime.

7. Data Security & Compliance

• Support compliance with institutional data privacy, cybersecurity, and acceptable use policies.
• Assist in maintaining backup procedures and disaster recovery processes for critical systems.
• Monitor and respond to basic security alerts, incidents, and vulnerabilities, escalating issues when appropriate.
• Promote secure and responsible use of institutional systems and data.

8. Data Management & Reporting

• Generate standard and ad hoc reports for academic and administrative departments.
• Support data synchronization, integration, validation, and troubleshooting across platforms such as Edusuite, LMS, email systems, and related applications.
• Maintain data accuracy, integrity, and consistency across institutional systems.

9. Systems Integration & Innovation

• Collaborate with stakeholders to identify opportunities for process improvement and system integration.
• Evaluate emerging technologies, educational tools, and system enhancements for operational and instructional value.
• Recommend and support initiatives that improve efficiency, user experience, and service delivery.
• Participate in pilot testing and implementation of new systems and digital solutions.

Education & Qualification Requirements

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related field preferred.
• Relevant technical certifications (e.g., CompTIA A+, Network+, Microsoft, Cisco, ITIL, or equivalent) are an advantage.
• At least 1–2 years of experience in technical support, MIS operations, helpdesk services, or systems administration, preferably within an educational institution or service-oriented environment.
• Fresh Graduates are also welcome to apply
• Experience supporting academic systems, LMS platforms, VoIP/PABX systems, and network infrastructure is preferred.
• Familiarity with cloud-based collaboration platforms such as Microsoft 365 or Google Workspace is an advantage.

Skills & Competencies

• Strong troubleshooting and problem-solving skills across hardware, software, networking, and user support environments.
• Working knowledge of operating systems, productivity applications, networking concepts, and endpoint devices.
• Basic understanding of system administration, data backup, cybersecurity, and infrastructure support.
• Ability to support and explain technical concepts to non-technical users clearly and professionally.
• Strong customer service orientation with excellent interpersonal and communication skills.
• Ability to prioritize tasks, manage multiple support requests, and work effectively under pressure.
• Detail-oriented with strong documentation and organizational skills.
• Ability to work independently and collaboratively within cross-functional teams.
• Willingness to learn emerging technologies and adapt to evolving institutional needs.
• Knowledge of educational technologies, LMS platforms, website CMS platforms, and data reporting tools is an advantage.