Technical Support Lead

JOB PURPOSE:
The Technical Lead oversees the planning, deployment, and maintenance of all classrooms, video collaboration solutions, networking, surveillance, and Microsoft 365 systems essential for delivering world-class digital learning and assessment environments. This role serves as the primary technical authority for infrastructure, user support, and secure operations, ensuring seamless integration and ongoing reliability of all IT components critical to organizational success.

MAIN DUTIES:

- Technical Issue Resolution: Promptly respond to and resolve various hardware, software and connectivity technical issues reported by users, ensuring mínimal downtime and optimal system performance.
- System Maintenance and Upgrades: Regularly maintain, update, and upgrade various company systems and network infrastructure to ensure reliability and efficiency.
- Technical Support for Training Programs: Provide necessary technical assistance for various training programs, ensuring smooth delivery and accessibility.
- IT Infrastructure Security: Implement and monitor security measures for IT infrastructure like devices, cables and other devices to protect against unauthorised access or breaches. Update systems to ensure compliance with all existing group protocols for security.
- User Support and Training: Offer support and training to users on systems and software, enhancing their technical proficiency.
- Stock-Taking of Equipment: Regularly inventory of all IT equipment, ensuring accurate tracking and maintenance.
- Setting Up Studios: Prepare and set up studios for training sessions and events, ensuring technical readiness.
- Set up, configure, and troubleshoot staff PCs, networking (wired/WLAN), and associated equipment to support staff productivity.
- Ensuring Connectivity: Guarantee stable and efficient connectivity for instructors and training programs. Weekly stress testing of systems to ensure compliance. Ensure constant communication between Internet Service Provider and Mecer Inter-Ed. Resolve all connectivity issues within the agreed Service Level Agreement.
- Cleaning of Equipment and Devices: Maintain cleanliness and proper functioning of all IT equipment and devices.
- Educating Staff about IT: Provide ongoing IT education and awareness to staff members, enhancing their technical understanding and capabilities for usage of systems as well as cyber security.
- Professional Development: Continuously enhance your own expertise through ongoing learning and training opportunities. Share knowledge with colleagues and contribute to the improvement of the company.
- Compliance and Quality Assurance: Ensure adherence to Mecer Inter-Ed's quality standards and regulatory requirements in all activities. Participate in audits and assessments as needed.

AD HOC DUTIES:

- Various tasks, beyond the above listed, from time to time.

QUALIFICATIONS, EXPERIENCE AND SKILLS
- Qualification in Information Technology, Computer Science, or a related field.
- Experience: 2 years current or previous experience in IT support or related position.
- Experience with network administration and troubleshooting (Wired and Wireless).
- CompTIA A+, N+, Security+ certified.
- CCNA or HCIA as a minimum (CCNP Enterprise or HCIP Datacom would be a plus).

Knowledge
- Comprehensive understanding of computer hardware, software, and networking (Both wired and wireless).
- Knowledge of cybersecurity threats and best practices to mitigate threats.
- Familiarity with cloud computing and virtualization technologies.
- An understanding of IP surveillance implementation (CCTV, NVR/DVR, camera networking, and secure monitoring).
- Senior-level knowledge in Microsoft 365 administration—including onboarding/offboarding, license assignment, security groups, and troubleshooting.
- Advanced skills in enterprise networking—LAN/WLAN setup, switch/router/AP configuration, VLANs, and diagnostics.
- Experience managing backup and restore systems for service continuity and compliance.
- High-level troubleshooting and root-cause analysis capability across hardware, software, and network platforms.
- Strong project management, documentation, and vendor coordination abilities.
- Outstanding communication skills, patience, and a continuous improvement mindset.

Competencies
- Adapt to changing environments. Be technically curious and proactive in learning new systems.
- Good interpersonal skills and communication with all levels of management.
- Strong analytical and problem-solving abilities.
- Excellent customer service skills.
- Ability to work collaboratively in a team environment.
- Exceptionally organized and self-directed, thriving in dynamic project environments.
- Collaborative, solution-driven mindset; works well across multiple departments.
- MS 365 Tenant Administration: Competence in configuring and managing the full MS 365 suite—user. provisioning, group administration, license assignment, security roles, and multi-factor authentication.
- Security