IT Support Analyst

The Role

Reporting to: IT Support Team Lead

We are seeking a proactive and customer-focused IT Support Analyst to join our growing IT team. This entry-level role is ideal for individuals with a strong aptitude for technology and a passion for providing exceptional user support, with a focus on identifying root causes and implementing long-term solutions. The successful candidate will play a crucial role in ensuring the smooth operation of our school’s technology infrastructure, supporting academic staff, administrative staff, students and parents, to make sure the school/ teacher operation runs smoothly & less distraction from the IT side.

Key Responsibilities

User Support

• Provide first-line technical support to staff, students and parents, addressing hardware, software, and network issues.

• Respond to and resolve helpdesk tickets in a timely and efficient manner.

• Offer “how-to” assistance and guidance on various technology-related queries.

• Provide support for BYOD devices, including troubleshooting connectivity and software issues.

Account Management

• Commission and decommission staff and student accounts in systems such as Active Directory and other relevant platforms.

• Manage user account permissions and access rights.

• Ensure accurate and up-to-date user account information.

Hardware and Software Troubleshooting

• Troubleshoot and resolve issues related to Apple devices (MacBooks, iMacs, iPads, iPhones), Windows computers, and Android devices.

• Perform hardware repairs and replacements, including end-user computing devices, classroom technology (projectors, Interactive Flat Panels, TV, audio systems), network devices and charging trolleys.

• Install and configure operating systems (macOS, Windows) and software applications.

• Troubleshoot printing and photocopier issues.

• Assist with exam device preparation and network configuration (e.g., firewall adjustments for exam trolleys), as directed by the Team Lead.

• Audio-visual support for the entire campus.

Network Support

• Troubleshoot network connectivity issues, including Wi-Fi, wired

connections, and peripheral network devices (phones, printers).

• Perform basic network troubleshooting, including identifying and resolving connectivity problems.

• Troubleshoot Uninterruptible Power Supply issues and replace faulty UPS.

Security and Documentation

• Conduct initial security investigations triggered by system alerts, user reports of phishing emails, or alerts of suspicious logins.

• Maintain accurate documentation of tickets, IT procedures, troubleshooting steps, and inventory.

• Update knowledge base.

Event Support

• Provide technical support during school events, including council meetings and performances.

• Relocate desktops and phones as requested.

• Setup portable projectors and AV equipment for events.

Analysis and Improvement

• Analyse recurring issues to identify root causes and recommend preventative measures.

• Monitor system logs and performance metrics to identify potential issues and trends.

• Evaluate and recommend improvements to existing IT processes and procedures.

Financial and Vendor Liaison

• Forward billing information (e.g., phone bills, invoices ) to the finance department for processing.

• Liaise with vendors to apply for new mobile phone lines and manage existing ones.

• Provide reports to the finance and management teams (e.g., print reports).

• Liaise with vendors/suppliers and finance to purchase equipment or pay for repairs.

Legal and Compliance

• Adhere to school safeguarding policies and procedures.

• Adhere to data protection policies and procedures.

Other Duties

• Assist with IT projects as needed.

• Follow IT policies and procedures.

• Stay up-to-date with the latest technologies and trends.

Essential Skills and Abilities

The successful candidate should be able to relate well to people at all levels, be calm and confident under pressure, have a good sense of humour and be able to work as part of a team.

• Strong customer service and communication skills.
• Excellent problem-solving and troubleshooting abilities.
• Strong analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions.
• Ability to analyse data and identify trends.
• Familiarity with Apple and Windows operating systems.
• Basic understanding of networking concepts.
• Ability to learn and adapt to new technologies quickly.
• Willingness to work flexible hours, including occasional evenings and weekends.
• Fluency in English (written and spoken).
• A positive attitude and a willingness to learn.
• Strong team player.
• Ability to help fellow team members.
• Demonstrated patience and empathy when assisting users with varying levels of technical proficiency.
• Excellent time management and organisational skills, with the ability to prioritise tasks effectively.
• Entry-level candidates with a strong foundation in IT principles and a willingness to learn are encouraged to apply.

Preferred Skills (but not required)

• CompTIA A+, Network+, or other relevant certifications.
• Experience with Jamf MDM and Microsoft Intune.
• Experience with audio-visual equipment.

Key Performance Indicators (KPIs)

• Ticket resolution time.
• User satisfaction ratings (measured through surveys or feedback).
• First-call resolution rate.
• Uptime of critical classroom technology (IFPs, audio systems).
• Accuracy of inventory.
• Number of proactive problems resolved.
• Reduction of recurring issues.
• Timely processing of billing information.

Professional Development

We are committed to the professional growth of our IT team. This role will provide opportunities for training in areas such as advanced troubleshooting, customer service, and enterprise technology.

Working Environment

Our IT department fosters a culture of collaboration, proactive problem-solving, and continuous improvement. We prioritise doing things right the first time through careful planning and testing. We are customer-focused and strive to provide exceptional service to our school community.

Professional Development

We are committed to the professional growth of our IT team. This role will provide opportunities for training in areas such as advanced troubleshooting, customer service, and enterprise technology.

Working Environment

Our IT department fosters a culture of collaboration, proactive problem-solving, and continuous improvement. We prioritise doing things right the first time through careful planning and testing. We are customer-focused and strive to provide exceptional service to our school community.

Terms and Conditions

Hours of Work

Normal working hours are 8am – 5pm Monday to Friday.

Remuneration and benefits

The remuneration package includes a competitive salary commensurate with the level of experience of the successful candidate. Marlborough will pay for health insurance for you and your eligible dependent/s (if not covered under their own policy). Free of lunch, refreshment in the morning and afternoon.

Application Process

To be considered for the position applicants are asked to download and complete the application form from our website HERE and return it along with a covering letter (no more than one side of A4), and a recent photograph quoting IT Support Analyst in the subject title to [email protected]

Please note that only shortlisted applicants will be contacted.

Any application forms received after the closing date may not be considered. Applicants who are invited to attend an interview must note that references may be taken up prior to interview.

Closing date for applications: Wednesday, 30th April 2025 at 9.00am

Marlborough College Malaysia is committed to equality, diversity, safeguarding and promoting the welfare of children and young people and expects all staff to share this commitment. All appointments with the School will be subject to references, medical report and an Enhanced Disclosure from the Disclosure and Barring Service or similar, all of which must be satisfactory to the college.

Job Types: Full-time, Permanent

Benefits:

• Free parking
• Health insurance
• Maternity leave
• Meal provided
• Professional development

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Iskandar Puteri: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Have you worked in a school environment before?
• How many years of experience do you have as a IT Support Analyst?
• How many years of experience do you have in customer service as an IT Support Analyst?

Education:

• Bachelor's (Required)

Experience:

• IT support: 3 years (Required)

Location:

• Iskandar Puteri (Preferred)

Application Deadline: 04/30/2025