Position: IT Services Specialist
Location: Shenzhen, China
Role type: Full-time
Reports to: IT Services Manager
Begin by thinking of Avenues New York, Avenues São Paulo, Avenues Shenzhen, Avenues Silicon Valley, Avenues Online.Avenuesis one school with many campuses, providing transformative, world-focused learning experiences to students around the globe. Avenues prepares students for engaged global citizenship during a time of unprecedented complexity and accelerated change, combining language immersion, interdisciplinary learning, a global curriculum, and a culture of creativity and deep collaboration.Avenuesis widely recognized for our sophisticated use of technology for learning, with campuses connected across multiple continents through technology.
In 2018, we launched our Shenzhen campus, bringing our popular early childhood program from New York to China’s southern hub of innovation. Today, we are thrilled to have expanded our campus to serve students from two to 18 years of age.
The IT Services Specialist is responsible for the implementation, maintenance, and support of technology infrastructure and services. He/she will provide first-class help desk support to our teachers, staff, students, and the whole Avenues Shenzhen community, diagnosing issues and resolving problems with an exceptional customer service mentality. In addition, this role will be responsible for the development and coordination of defined technology projects within their assigned expertise. Reporting to the IT Services Manager, the accepted candidate will work closely with our IT System Administrator to achieve local and global departmental goals.
The technology team at Avenues is comprised of outstanding professionals at the intersection of education and information technology. We employ a world-class team of passionate technology professionals and technology integrators to provide students, faculty and families with a state-of-the-art technology environment and best in class support.
The successful candidate will bring proven abilities to contribute in the following ways:
Operate our help desk and IT support system, responding to user requests timely, politely, and professionally, in both English and Chinese.
Diagnose and resolve technology issues related to hardware, software, network, telecommunication equipment, AV equipment, and other campus IT systems.
Regularly follow-up with users and verify that their issues have been resolved and IT needs are being met.
Develop, publish, and maintain a knowledge base (KB) and online user guides to document solutions to frequent technical issues or support requests.
Provide tech support during on-campus and off-campus events, especially related to AV, ensuring seamless technology usage and contributing to delivering successful events.
Continuously seek to streamline and enhance the support experience from a user perspective.
Maintain the printing service, register and deregister users’ cards, ensure the printing system is properly functioning at all times, equipment is well maintained and required consumables are sufficiently stocked.
Monitor the network service health of the school’s Wifi and Internet services.
Maintain the school’s PBX and IP phone system.
Assist with data backup services for all relevant on-premise servers and workstations.
Provide a professional and efficient device repair service to the Avenues Shenzhen community, timely liaising with vendors and manufacturers to minimize any down-time and ensure the effectiveness of our teaching and learning at all times.
Assist with system support for other school IT systems as needed.
Maintain classroom projectors, ensuring they’re properly calibrated and configured, helping teachers and students to enjoy the best classroom experience possible.
Maintain, monitor, upgrade, and troubleshoot laptops, servers, and other IT equipment.
Facilitate device and equipment replacements and repairs.
Develop technical documentation of campus infrastructure, systems, and processes.
Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs.
Assist with maintaining an up-to-date, complete and accurate IT asset register.
Assist with onboarding procedures, issuing and configuring new equipment, and setting up relevant accounts.
Deploy new IT devices following standard deployment processes and profiles, facilitating consistent configurations compliant with our global Avenues standard.
Research and devise creative, innovative solutions to drive ongoing improvements to the IT service and support experience and strengthen our standing as a technology leader in education.
Make time to invest in your own personal development, continuously maintaining awareness of the latest technology, trends, and developments.
Assist with other technology projects, tasks or other related responsibilities as instructed by the IT Services Manager or Director of Technology.
At Avenues, we place a high priority on hiring individuals who are:
Collaborative– Works well in a highly collaborative environment; is humble, respectful of others, and a good communicator.
Accountable– Delivers high quality and accurate results; displays a high level of ownership; can be counted on to deliver on commitments.
Resourceful– Highly effective and disciplined in achieving goals; shows initiative and good judgment.
Adaptive– Comfortable with ambiguity and change; able to set priorities in a changing environment; flexible and open to new ideas.
Courageous– Willing to speak your mind and make tough decisions; passionate about our work and our mission.
Committed to learning– Committed to personal growth, as well as to helping your colleagues and the organization improve.
Apply through the Careers section at https://www.avenues.org/en/careers. Be sure to include a letter of application, in English, in which you thoughtfully explain why you believe that this role at Avenues Shenzhen would be an excellent match for your experience, skills and passions. If you have any questions, please email firstname.lastname@example.org.
DIVERSITY, INCLUSION AND SAFEGUARDING
Avenues is deeply committed to diversity, equity and inclusion throughout our organization. We strive to uphold a culture in which every colleague feels that they belong, are trusted, and are valued. We welcome applications from candidates of all backgrounds, and strongly encourage candidates from traditionally underrepresented communities or groups to apply. Avenues offers competitive compensation and a generous benefits package.
Avenues upholds the highest standards for safeguarding the physical and emotional wellbeing of children. As an essential aspect of this commitment, all offers are contingent upon successful completion of careful reference and background checks.