The Support Engineer is a full-time, non-exempt salaried position providing onsite technical support and assistance to the Live Oak School community. Typical workday is between the hours 8 to 5, with occasional support needs in the evening hours. This person should be friendly and professional, able to focus and multitask in a busy school environment, and possess strong problem-solving skills. The primary responsibilities for this position involve the setup and maintenance of all user devices, providing frontline support for questions and problems relating to software operation for teachers and students, and instruction related to technology-related topics. The Support Engineer reports to the Director of Instructional Innovation.

The position requires expertise in one or more of the following areas, including network administration, mobile device management and deployment, G-Suite administration, Apple and Chrome device management, and/or technology education.

A Successful Support Engineer: 

• Holds students at the center of their work and understands how technology is one of the many tools to support their learning
• Has the ability to manage multiple, conflicting, and changing needs in a lively, active environment
• Is a collaborative team member who is responsive to student, teacher, and staff needs 
• Possesses excellent organizational and problem-solving skills
• Can communicate effectively with adults, students (K-8), and families 
• Can manage self-directed and independent work to ensure the Tech Department’s day-to-day operations run smoothly
• Participates in school community events, traditions, and programs with enthusiasm 
• Is available onsite during school days to ensure a successful programming in regards to technology use.

Responsibilities: 

• Provide timely and responsive support to student and staff inquiries and technology troubleshooting
• Teach one or more courses related to technology topics and provide in-classroom support to teachers
• Coordinate setup, deployment, maintenance, and repair of ~100 Apple computers, and manage device replacement cycles
• Coordinate setup, deployment, maintenance, and repair of ~400 iPads and Chromebooks
• Maintain records for the deployment and tracking of other Technology Department assets and peripherals
• Research technical questions and problems from students and staff and apply findings to problem-solve issues
• Provide Tier 1 and Tier 2 internal network support (Meraki APs, switches, and firewall)
• Collaborate with external vendors for troubleshooting and maintaining technology hardware and software systems
• Document new technical processes and workflows
• Onboard new employees to technical systems, and provide ongoing training to educators and staff on processes or applications as needed
• Manage educational technology subscriptions and software renewal and rostering students in these platforms

Relevant Skills & Experience:

Minimum 2 years experience in an educational, nonprofit, or corporate environment supporting:

• macOS, iOS, ChromeOS, and Windows operating systems
• macOS MDM/installation/configuration/imaging using Mosyle
• G-Suite and Google Admin Console
• Google Apps Manager 
• LMS and CMS platforms such as Blackbaud and Google Classroom 
• Content filtering and monitoring software such as Securly
• Use of coding platforms in educational or creative contexts
• STE(A)M/Maker tools, technologies, project design, and facilitation
• Familiarity with web-based applications in an educational environment, e.g. Scratch, Amplify, Literably, ERB Testing Services, etc.
• Familiarity or experience with Apple School Manager
• Basic AV support for events such as setting up a live stream video or microphones 
• Experience using a ticketing system for tracking and solving technical issues