Role & responsibilities:

1. Job Purpose

The School IT Support Engineer will provide dependable onsite Level 1 support for users, devices, classrooms, computer labs, networks, surveillance systems and approved school applications. The engineer will resolve common issues, collect clear evidence, coordinate the correct Level 2/3 or vendor team and confirm service restoration.

2. Expected Results

- Quick onsite response and restoration of common IT issues.
- Ready classrooms, computer labs, IFPs, printers, networks and school applications.
- Complete tickets with actions, evidence, user confirmation and timely escalation.
- Accurate inventory, warranty records and vendor follow-up.

3. Key Responsibilities

3.1 End-User and Device Support

- Provide onsite Level 1 support for approved laptops, desktops, peripherals and user accounts.
- Install and configure approved Windows operating systems, updates, drivers and software.
- Troubleshoot login, performance, storage, display, audio, camera, peripheral and connectivity issues.
- Support Microsoft Office / Microsoft 365, Outlook, Teams, OneDrive and approved SharePoint access or synchronisation.
- Keep devices and work areas neat after support work and protect all user and school data.

3.2 Windows Server, Active Directory and Microsoft 365

- Understand basic Windows Server roles such as domain services, DNS, DHCP, file and print services.
- Check basic server health, services, event logs, storage and network status, then provide useful evidence for escalation.
- Create, enable or disable user accounts; unlock locked accounts; reset passwords; and check account status only through approved requests and delegated access.
- Support Windows domain login and approved group assignment by following the authorised SOP.
- Use the approved Microsoft 365 console for user lookup, password reset, sign-in status, basic user management and licence-status checks.
- Escalate MFA, tenant policy, licensing purchase and privileged administration issues to Central IT.

3.3 IFP, Computer Lab, Android and Printing

- Operate IFP power, source, OPS, touch, audio, camera, casting and network functions.
- Guide teachers on Whiteboard, Notes, Canvas, SensBoard and other approved classroom applications.
- Complete computer-lab readiness checks for login, Internet, peripherals, approved applications, seating and device mapping.
- Configure approved Android devices for Wi-Fi, accounts, apps, updates, display and casting, within the authorised process.
- Install printer drivers and queues; check paper, toner, basic jams and connectivity; test printing, scanning and scan-to-email.
- Raise and follow up managed-print or OEM calls when the issue needs specialist support.

3.4 Network, Wi-Fi, Internet and Firewall - Level 1

- Understand IP address, subnet, gateway, DHCP, DNS and basic VLAN concepts.
- Check switch power, port/link status, PoE, uplinks, patch cords and endpoint connections.
- Trace connected devices and identify common network-loop symptoms for protected escalation.
- Check Wi-Fi access points and routers; separate device, Wi-Fi, LAN and ISP-related issues.




- Configure approved Wi-Fi on Windows and Android devices using the correct SSID and PSK without disclosing credentials.
- Support approved AD-authenticated Wi-Fi and record the username, device, time and error details when escalation is required.
- Check firewall or ISP CPE indicators, primary and backup links, reachability and speed, then raise and follow provider tickets.
- Inspect LAN points, faceplates, patch cords, labels, racks and uplink status, and coordinate approved cabling work.
- Check Internet Lease Line, Broadband Connectivity. Test Speed. WAN IP Configuration and management etc.

4. Apple Device and Application Support for VWA School

These skills are mandatory for candidates proposed for an Apple-enabled school and preferred for other school locations.

- Set up and support user profiles, updates, printers, displays, cameras, audio, storage and applications on MacBook and iMac.
- Support iPad and iPhone Wi-Fi, managed applications, updates, casting, storage and classroom readiness.
- Support Safari, Mail, Pages, Numbers, Keynote, Preview, AirDrop, AirPlay and other approved learning applications.
- Configure approved PSK or enterprise Wi-Fi and support basic macOS AD domain, Entra ID or SSO integration.
- Validate authorised file-share, printer and school-service access from Apple devices.
- Understand basic Apple School Manager, Managed Apple ID and device-assignment concepts.
- Perform authorised Jamf School or approved MDM enrolment and policy-sync checks, then escalate privileged actions.

5. School Applications, CCTV and Security

5.1 School and In-house Applications

- Provide Level 1 support for approved applications such as ERP, Transport, Attendance, Gate, Bearer, Communication, VLeap and Hubble.
- Record the affected user, date and time, transaction, screenshot, error and business impact.
- Follow the approved SOP or runbook, apply known Level 1 steps and escalate with complete information.
- Support user validation after a bug fix and confirm whether the issue has reoccurred.

5.2 Campus and Bus CCTV

- Installation & Configuration of NVR-DVR & CCTV Camera , Check camera, DVR/NVR and VMS availability, image quality, Date & time , recording, time, Troubleshooting,
- Maintain status records, raise approved vendor calls and confirm restoration.
- Do not view, copy, extract or share CCTV footage without formal approval.

5.3 Endpoint and Information Security

- Check approved antivirus or EDR status, screen lock, operating-system updates and restricted USB practices.
- Report suspected phishing, malware, credential misuse, unauthorised access or data exposure immediately.
- Never bypass security controls, share passwords or PSKs,



or use personal credentials for official support.

6. Ticketing, Inventory, Vendors and School Events

- Log every incident, request, preventive task, vendor follow-up and planned activity in the approved ticketing system.
- Update tickets with impact, time, action taken, owner, pending dependency, evidence and next update time.
- Close tickets only after service restoration and user or owner confirmation.
- Maintain asset tags, make/model, serial number, user, location, stock, issue/return, transfer, warranty and repair status.
- Check warranty details, raise OEM/vendor tickets, track repair or replacement and verify restoration.
- Support examinations, admissions, parent events, classroom activities, POC, UAT, projects and approved school events.
- Complete opening, mid-day and closing readiness checks and submit the required end-of-day update.

7. Training and Knowledge Transfer

- Complete initial application and process training before deployment.
- Attend periodic knowledge-transfer sessions after approved application changes, enhancements, releases, workarounds or bug fixes.
- Learn the changed process, known issues, Level 1 steps, escalation path and updated SOP or runbook.
- Support post-fix validation, monitor recurrence and obtain user confirmation.
- Maintain training attendance, trainer details, assessment score and acknowledgement.

8. Soft Skills and Professional Behaviour

- Communication: Speak clear and respectful English with school leaders, teachers, staff, students, parents and support teams.
- Email and Ticket Writing: Write short, complete and polite updates covering the issue, impact, action, owner and next update.
- Learning Attitude: Show interest in learning new technology, applications, SOPs and school processes.
- Ownership: Be punctual, alert, energetic and willing to follow issues until confirmed closure.
- Behaviour: Remain calm, patient and respectful. Do not argue with users and always follow school discipline.
- Presentation: Be clean, presentable, appropriately dressed and display the approved identity card.
- Teamwork: Work well with school staff, Central IT, Application Owners, vendors and peers; escalate early without blame.
- Confidentiality: Protect student, user, credential, CCTV and business information at all times.

9. Working and Service Expectations

- Follow the assigned school roster, duty days, timings and approved shifts.
- Be available for planned examinations, admissions, parent activities and school events when scheduled.
- Acknowledge and escalate critical school-wide or safety-related issues
- Acknowledge high-impact issues and normal.
- Use only authorized credentials, tools, software, spares and change procedures.
- Provide a complete handover before planned leave. A candidate assigned as a backup resource must remain trained and ready for immediate deployment, including one-day absence.
- Complete background verification, induction, confidentiality requirements and required technical assessments before deployment.

Preferred candidate profile:

Minimum 3 years of hands-on onsite Level 1 IT support

📌 School IT Support Engineer (Maharashtra)
🏢 Vibgyor Group of Schools
📍 Maharashtra