Manara School’s Mission Manara School provides exceptional students with a world-class education based on ethics, academics, and diversity. We expect our students to become the passionate leaders required to shape a more prosperous and equitable world.
About Manara School Manara School started its first year of operation in the Fall of 2023, with its inaugural class of 2028. The school is expected to grow to 500 students. As a co-educational residential school, with a mission to provide exceptional students with a world-class education based on ethics, academics, and diversity, Manara continues to build its organizational systems and infrastructure.
Reporting to: IT Manager
Job Responsibilties:
1. Senior Helpdesk and User Support Receive, log, prioritize, troubleshoot, resolve, and follow up daily helpdesk tickets from academic, administrative, dormitory, and operational users. Provide the full range of direct user support, covering both routine service requests and more complex technical incidents. Troubleshoot Windows and Chrome OS devices, printers, interactive displays, classroom technology, audiovisual equipment, network access, email, accounts, and supported applications. Create and maintain user accounts, email accounts, groups, permissions, shared resources, and access assignments according to approved procedures. Prepare, configure, deploy, collect, and maintain laptops, desktops, Chromebooks, peripherals, and other assigned equipment. Provide classroom support, including interactive screens, projectors, presentation equipment, student devices, and connectivity issues. Support the installation, testing, and basic troubleshooting of access points, cameras, printers, telephones, access-control devices, and related equipment. Own tickets from diagnosis through resolution, document actions clearly, and communicate progress and expected resolution times to users. Support onboarding, offboarding, device preparation, account access, permissions, and technology orientation. Maintain the helpdesk knowledge base, standard troubleshooting guides, asset records, and accurate ticket classifications. Identify recurring incidents, conduct root-cause analysis, and recommend permanent corrective actions. Support school events, examinations, meetings, and other critical activities requiring reliable technology services.
2. Systems, Network and Infrastructure Administration Administer and monitor Windows servers, virtualization platforms, storage, backups, endpoint services, and other assigned infrastructure. Support LAN, WAN, VLAN, Wi-Fi, switching, routing, DHCP, DNS, internet connectivity, and network access under the architecture and security standards approved by the IT Manager. Configure, monitor, troubleshoot, and maintain assigned Cisco networking and telephony systems, Aruba switches and wireless infrastructure, and Forti Gate firewall and security services. Monitor infrastructure availability, capacity, performance, alerts, and logs; respond to incidents and escalate critical risks immediately. Perform approved system updates, patching, configuration changes, preventive maintenance, and lifecycle tasks with documented change and rollback plans. Administer user identities, groups, permissions, shared resources, and access controls according to approved procedures and least-privilege principles. Administer and monitor Kaspersky endpoint protection and EDR services, including policy deployment, updates, alerts, investigations, remediation actions, and reporting. Maintain backup schedules, verify backup success, perform authorized restoration tests, and support disaster-recovery readiness. Maintain technical documentation including diagrams, IP/VLAN records, configurations, inventories, warranties, licenses, and recovery procedures.3. Cloud and Business Applications Support Provide technical administration and advanced support for Google Workspace, the SIS/LMS environment, Odoo ERP, HEIApply, and other school platforms assigned by the IT Manager. Troubleshoot application access, permissions, workflows, data exchange, integrations, and user-reported errors; coordinate with vendors when escalation is required. Support approved configurations, upgrades, testing, automation, reports, and system-improvement initiatives. Assist users with application adoption and provide short training sessions or user guides when needed. Protect data confidentiality and apply role-based access controls across academic, HR, finance, admissions, and operational systems.4. Cybersecurity and Operational Controls Apply approved security policies, hardening standards, patching requirements, MFA, endpoint protection, and access-control procedures. Monitor security alerts and unusual activity, preserve relevant evidence, and report suspected incidents immediately to the IT Manager. Support vulnerability remediation, access reviews, backup verification, audit requests, and cybersecurity awareness activities. Maintain confidentiality of student, employee, financial, admissions, and operational information. Follow change-management procedures and obtain authorization before making changes that may affect service availability or security.5. Projects, Vendors and Team Support Participate in infrastructure, systems, classroom technology, surveillance, access-control, telephony, and application projects as assigned. Coordinate technical visits and follow up vendor tickets, installations, testing, and handover documentation while keeping the IT Manager informed. Support technical evaluation and proof-of-concept activities; provide evidence-based recommendations without committing the school commercially. Guide junior/helpdesk staff, share technical knowledge, review escalations, and promote consistent service standards. Provide planned coverage during absences or peak periods and respond to critical incidents according to the school’s approved support arrangements. Qualifications and Experience Bachelor’s degree in Information Technology, Computer Science, Information Systems, Engineering, or a related discipline; equivalent relevant experience may be considered. At least 4 years of relevant IT experience combining hands-on helpdesk support with systems and network administration. Demonstrated experience with Windows administration, identity and access management, TCP/IP networking, Wi-Fi, switching, DHCP, DNS, backup, endpoint management, and security operations. Hands-on experience with Cisco networking or telephony, Aruba switching and wireless, Forti Gate firewalls, and Kaspersky endpoint protection/EDR is strongly preferred. Experience supporting cloud productivity platforms; Google Workspace experience is strongly preferred. CCNA, ITIL, Aruba/HPE and a relevant Fortinet/Forti Gate certification are preferred.