ICT Support Technician Lusaka International Community School

Based in Lusaka, Zambia, Lusaka International Community School (LICS) is a co-educational, secular, fee-paying, non-profit school, which provides an internationally recognised education to a culturally diverse, globally-minded student body in a caring and supportive learning environment. LICS holds in high esteem its vision statement which is to “maximise the potential of future world citizens”.

LICS is a leading independent pre-primary, primary, and secondary school based in the leafy suburb of Roma in Lusaka, Zambia. It is also a member of CIS, AISA, and ISAZ.
The school currently has an opening and is looking for a suitably qualified individual to join the LICS com-munity as an ICT Support Technician providing support to the whole school effective 6th January 2024.

1. Requirements

• Minimum 2 years experience in the technical and administrative management of (end-users). Previous work experience in a school (International School Preferably).
• Understanding of educational technologies, BYOD, and e-learning tools.
• Member of the Information and Communications Technology Association of Zambia (IC-TAZ)/Engineering Institute of Zambia (EIZ) with a valid Practicing Certificate.
• Knowledge of networking protocols and configurations
• Proven IT skills with Windows and Windows Server (up to the latest version),
• Experience with virtualisation technologies such as VMware or Hyper-V.
• Knowledge of Monitoring Tools: Nagios, SolarWinds, PRTG,
• Very good knowledge of SharePoint and OneDrive.

2. Qualities

• Ability to work independently, manage own caseload, and use initiative.
• Accuracy of work and reliability/trustworthiness
• Collaborative and Supportive
• Proactive
• Problem-solver
• Friendly, positive thinker
• Able to prioritise tasks
• Technical Curiosity and Learning Agility
• Able to relate to and manage young children

3. Qualifications

• Minimum Degree in Computer Science or equivalent,
• CCNA, ITIL, CompTIA, or Microsoft Certified Solutions Associate (MCSA) are advantageous.

4. Key Responsibilities/Accountabilities

4.1 User & Access Management

• Maintain and manage Active Directory, including user account creation, permissions, and group policies.
• Assign configuration of authentication and authorisation of AD services.
• Manage user accounts, licenses, and security settings within the Microsoft 365 environment.
• Provide first-line support for applications such as Pastel, Sage 300, iSAMS, and SchoolsBuddy.

4.2 Technical Support & Maintenance:

• Provide technical support for desktops, laptops, tablets, and mobile devices, including hardware and software troubleshooting.
• Handle escalations from helpdesk tickets and ensure prompt issue resolution.
• Conduct regular preventive maintenance on hardware devices.
• Ensure all faults/incidents are resolved within agreed SLAs and escalate as necessary.

4.3 Network & Security Management

• Monitor and ensure the health and performance of Domain Controllers (DC).
• Maintain the integrity of the network, server deployment, and security.
• Maintain an accurate record of all configurations and significant changes affecting the network.
• Implement and enforce information security policies, procedures, and protocols.
• Ensure regular updates for software and operating systems with the latest security patches.
• Implement data encryption methods to protect sensitive data in transit and at rest.
• Install, update, and monitor antivirus endpoint protection on all devices.
• Educate employees on security best practices, including phishing awareness and proper data handling.

4.4 Documentation & Vendor Management

• Document all systems and procedures, including network, hardware, maintenance, and end-user support.
• Conduct asset and inventory scans to monitor hardware, software, and operating system usage
• Track ICT assets, update inventory records, and maintain equipment status and location documentation.
• Liaise with third-party contractors for maintenance and support.

5. Remuneration

Competitive package.

6. Application Process