Tech Support Staff

Job Description

Title: Tech Support Staff

Company Name: Planet Education Networks Limited

Vacancy: --

Age: At least 27 years

Job Location: Chattogram

Salary: Tk. 60000 - 70000 (Monthly)

Experience:

• At least 3 years
• The applicants should have experience in the following business area(s): University, Educational Technology (Edtech) Startup

• Bachelor/Honors

Education and Qualifications:

• Bachelor’s or Honours degree in Information Technology, Computer Science, or a closely related field

• At least 3 years
• The applicants should have experience in the following business area(s): University, Educational Technology (Edtech) Startup

• Age At least 27 years

• Previous experience in an administrative role with a focus on student management, preferably within an educational institution.

• Proficient in using student management systems and standard office software.

• Strong organizational skills and the ability to work under pressure.

  Required Skills:

• Strong proficiency in IT systems, including Moodle, Teams, and Faculty systems, with the ability to provide remote guidance and support

• Experience with remote access tools (e.g., TeamViewer, Any Desk, or similar software).

• Excellent written and verbal communication skills

• for virtual environments.

• Strong organizational abilities to manage multiple remote support requests efficiently.

• Customer-focused problem-solving skills.

• Familiarity with centralized software installation and management tools for remote administration.

•  Flexible Days and Hours

• Minimum 3 years of experience in IT Support or related field

• Must be fluent in English at corporate level (written and verbal)

Company: Planet Educations Networks

Position: Tech Support

Location: On-site, Agrabad, Chattogram

Employment Type: Full-Time, 2:00PM - 10:00PM Bangladesh Standard Time (BST) (flexible days and hours may be required)

Role Overview:

The Tech Support provides technical assistance to staff, faculty, and students in a fully remote environment. This role involves managing access to learning platforms, resolving IT-related queries, and ensuring seamless communication through digital channels.

The ideal candidate will demonstrate:

• Proven experience (3+ years) in IT Support or a similar role

• Strong proficiency with remote support tools and IT systems

• Excellent organizational skills and problem-solving abilities

• Clear, professional, and effective communication in English

Key Responsibilities:

Communication and Remote Support:

• Respond to emails and Teams messages from:

  Academic Coordinators

  Managers

  Student Support

  Team Register

  Team Lecturers

  IT Support

  Inbox

• Provide remote assistance to students with IT-related issues through virtual meetings, email, or other online tools.

• Coordinate with staff and students to troubleshoot technical issues remotely using remote access.

  Access and Account Management:

• Manage access permissions for staff on platforms such as:

• Faculty modules

• Moodle learning management system

• Online tutorials on Teams

• Reset passwords for staff accounts on Faculty systems and Moodle and for student Office 365 and Moodle passwords, providing support via email or virtual assistance tools.

  IT Systems Administration:

• Guide staff remotely through the installation of software, including Papercut on their PCs.

• Oversee the remote installation and configuration of academic software

• for IT labs via centralized systems or coordination with on-site IT staff.

• Troubleshoot and resolve part-time student access and account issues through remote support channels.

  General IT Support:

• Collaborate with the IT support team to address queries submitted via the IT support inbox.

• Utilize remote monitoring and management tools to ensure swift resolution of technical issues for staff and students.

Benefits: Annual Leave, sick leave, medical allowance, mobile allowance, transport allowance.