Technical Support Executive

JOB DESCRIPTIONERP Support & Technical In-ChargePositionERP Support & Technical In-Charge

DepartmentIT / School Administration

Reports ToSchool Management / Principal / IT Head

Job PurposeThe ERP Support & Technical In-Charge is responsible for providing day-to-day technical support to teachers, staff, students, and parents in using the school's ERP, mobile applications, digital learning platforms, and other technology systems.

The person will act as the first point of contact for technical issues, ensure smooth usage of the school's digital systems, coordinate with software/service providers when required, and help teachers and parents resolve technology-related difficulties.

• Key Responsibilities1. ERP SupportProvide day-to-day support for the school's ERP system.
• Assist teachers and staff with ERP-related technical doubts and issues.
• Help users with login, password, profile, attendance, homework, marks, reports, timetable, leave, and other ERP functions.
• Monitor ERP-related issues and ensure timely resolution.
• Identify recurring technical problems and report them to the concerned technical team.
• Coordinate with the ERP/software development team for unresolved issues.
• Maintain a record of technical complaints and their resolution status.
• 2. Teacher & Staff Technical SupportProvide immediate technical assistance to teachers while using ERP and school applications.
• Assist teachers in uploading:

• Homework
• Study materials
• Notices
• Assignments
• Marks/results
• Attendance
• Circulars
• Other academic information
• Guide teachers on using digital platforms and applications.
• Conduct short demonstrations/training sessions whenever new features are introduced.
• Ensure teachers follow the school's approved digital communication procedures.
• 3. Parent SupportAssist parents with technical difficulties related to:

• Mobile app login
• Password/reset issues
• Student profile
• Attendance
• Homework
• Fees
• Notifications
• Results
• Communication
• Other ERP services
• Explain technical procedures clearly and patiently to parents.
• Escalate account/data-related issues to the appropriate department.
• Maintain professionalism and courtesy while handling parent queries.
• 4. Student SupportAssist students with technical problems related to school digital platforms.
• Help students access learning materials, assignments, results, and other online services.
• Support students during digital examinations, registrations, and other technology-based activities when required.
• 5. Mobile App & Digital Platform SupportProvide support for the school's official mobile application.
• Assist users with installation, login, updates, notifications, and basic troubleshooting.
• Support approved educational platforms such as digital curriculum, homework, communication, and other school applications.
• Coordinate with application/service providers whenever there is a technical issue.
• 6. Hardware & Basic Technical SupportProvide basic troubleshooting for computers, printers, scanners, projectors, biometric/RFID devices, and other IT equipment.
• Check connectivity and basic network-related issues.
• Coordinate with external vendors for hardware/network problems that require specialist support.
• Maintain a record of IT equipment and reported technical issues.
• 7. User Account ManagementAssist with creation and maintenance of user accounts as authorized.
• Support password resets and login-related issues.
• Assist in managing teacher, staff, student, and parent access.
• Ensure user access is provided only according to the authorization given by the school.
• 8. Data & System MonitoringRegularly check whether important ERP modules and services are functioning properly.
• Monitor reported errors and system issues.
• Report critical issues immediately to the IT Head/Management.
• Assist in identifying unusual system behavior, login problems, or service interruptions.
• Maintain confidentiality of student, parent, teacher, and school information.
• 9. Technical TrainingConduct basic ERP orientation/training for:
• 
  
• New teachers
• New staff
• Parents, when required
• Prepare simple user guides and instructions for frequently used ERP functions.
• Inform users about new features and changes in the system.

10. Support During School EventsProvide technical support during:

• Admissions
• ECA registrations
• Examinations
• Parent meetings
• Orientation programmes
• Result publication
• Online registrations
• School events
• ID card/Smart Card activities
• Other ERP-based activities

During high-traffic activities, closely monitor the system and immediately report any major technical issues.

Help Desk ResponsibilitiesThe ERP Support & Technical In-Charge should maintain a proper Technical Support/Help Desk System.

Every complaint should preferably record:

• Date & time
• Name of user
• User type – Teacher/Staff/Parent/Student
• Class/Department
• Issue description
• Screenshot, if applicable
• Action taken
• Status – Pending/In Progress/Resolved
• Escalated to
• Resolution date/time

Priority LevelsCritical: System unavailable, major login failure, examination/result issue, or issue affecting a large number of users.

High: Important ERP function not working for a teacher/department.

Medium: Individual user issue affecting normal work.

Low: General queries, guidance, training, or minor technical assistance.

Communication & CoordinationThe person will coordinate with:

• Principal
• School Management
• IT Head
• Teachers
• Administrative Staff
• Accounts Department
• Parents
• Students
• ERP Software Development Team
• Mobile App Development Team
• Internet/Network Service Providers
• Hardware Vendors
• Other Technology Service Providers
• Daily ResponsibilitiesCheck ERP/system status at the beginning of the day.
• Check pending technical complaints.
• Attend teacher and staff technical queries.
• Respond to parent technical queries.
• Monitor mobile app and ERP-related issues.
• Follow up on unresolved complaints.
• Coordinate with developers/vendors.
• Update the technical support register.
• Report critical issues to the IT Head/Management.
• Ensure important issues are resolved or properly escalated before the end of the day.
• Required SkillsTechnical SkillsBasic knowledge of computers and Windows.
• Good understanding of web applications.
• Basic knowledge of mobile applications.
• Basic knowledge of internet, Wi-Fi, and networking.
• Ability to troubleshoot login and application problems.
• Basic knowledge of printers, scanners, projectors, and other IT equipment.
• Familiarity with ERP/software systems.
• Ability to understand and communicate technical issues to developers.
• Soft SkillsExcellent communication skills.
• Patient and polite approach.
• Good problem-solving ability.
• Ability to work under pressure.
• Ability to handle multiple support requests.
• Good documentation skills.
• Ability to communicate with teachers, parents, students, and management professionally.
• Strong follow-up skills.
• Willingness to learn new technologies.

QualificationPreferred:

• Diploma/Bachelor's degree in Computer Science, IT, Computer Applications, or a related field.

Experience:

• 1–3 years of experience in ERP support, school IT support, help desk, technical support, or application support is preferred.

Freshers with good technical knowledge and communication skills may also be considered.

Performance ExpectationsThe ERP Support & Technical In-Charge is expected to:

• Respond to technical queries promptly.
• Resolve issues within the expected timeframe.
• Maintain proper records of all technical complaints.
• Minimize disruption to teaching and administrative activities.
• Provide clear and accurate guidance to users.
• Escalate issues without unnecessary delay.
• Maintain confidentiality of school and user information.
• Ensure teachers and staff receive adequate support to use the ERP effectively.
• Key Performance Indicators (KPIs)Average response time to technical complaints.
• Average issue resolution time.
• Number of unresolved/pending complaints.
• Percentage of issues resolved at first level.
• User satisfaction.
• ERP adoption and proper usage by staff.
• Accuracy of technical support records.
• Timely escalation of critical issues.
• Successful support during high-traffic school activities.

Important ResponsibilityThe ERP Support & Technical In-Charge is not only responsible for solving technical problems but also for ensuring that teachers, staff, students, and parents can use the school's digital systems comfortably and effectively.

The employee must maintain a service-oriented, patient, professional, and solution-focused approach at all times.