IT Support Technician

We're looking for a proactive and approachable IT Support Technician who enjoys helping people and solving problems. In this role, you'll support a diverse community of staff and students, ensuring technology enhances teaching and learning every day. This is more than a technical role—you'll be a trusted point of contact, translating technology into simple solutions and making sure users feel supported, confident, and heard.

What you'll do: support people first, solve technical challenges, manage devices and technology, keep things running smoothly, stay organised and share knowledge.

We are keen to attract applicants from diverse backgrounds, particularly those whose nationality, identity, gender or race is currently under-represented in international education.

We are committed to safeguarding and prioritising the wellbeing of children and young people and expect all staff to share this commitment.

Your Profile: (training, experience, skills and aptitudes necessary to do the job)

Technical Troubleshooting & Systems Knowledge

• Able to diagnose and resolve issues across Windows 10/11, macOS, and iPadOS (hardware, software, printers, Wi-Fi, A/V).

• Understanding of IT environments including Office 365, Google Workspace for Education, Entra ID, Active Directory, disk encryption, and antivirus solutions.

• Familiar with mobile and fixed technologies (iPads, Apple TVs, projectors, TVs, beamers).

Device Management & Deployment

• Experience imaging, configuring, maintaining, and repairing laptops and desktops.

• Proficient with deployment and device management tools such as Jamf and Intune.

• Skilled in installing, upgrading, and preparing equipment for end-users.

Service Desk & Documentation

• Proficient in helpdesk/ticketing systems (e.g., JIRA Service Management) for logging, tracking, and resolving incidents.

• Strong documentation skills, including creating clear “how-to” guides and maintaining accurate support records.

IT Operations & Infrastructure Support

• Able to support daily IT operations, including monitoring backup processes and ensuring system reliability.

• Collaborate effectively with system and network administrators.

• Apply sound judgment to escalate complex or critical issues appropriately.

Asset & Inventory Management

• Maintain accurate IT asset inventories, including hardware tracking and database updates.

• Manage lifecycle of devices and software deployments in coordination with the IT team.

Customer Service & Communication

• Deliver professional, patient, and timely support to staff and students.

• Communicate technical concepts clearly to non-technical users.

• Fluent in English; French and German are advantageous in a multilingual environment.

Work Approach & Collaboration

• Detail-oriented, organized, and capable of managing multiple priorities.

• Effective team player with experience working in collaborative IT environments.

• Proactive, adaptable, and solution-focused mindset.

Experience & Physical Requirements

• 2–5 years of experience in end-user IT support, including Level 1 and Level 2 support.

• Secondary-level education (11ième / 3ième or equivalent).

• Capable of handling physical tasks such as moving and setting up IT equipment.

You need to be:

• Be passionate and enthusiastic about the use of technology and supporting end users.

• Be innovative in the use of new technologies to find appropriate solutions.

• Be responsible for own learning and well-being: value continuous learning, collaborative work, self-reflection, and resiliency.

• Be confident and motivated in working with students, parents and colleagues: build and maintain partnership.

• Be pro-active, well-organized and discrete.

• Be adaptable to a wide range of situations, work independently as well as part of a collaborative team.

• Be an effective communicator by reading, writing, speaking and listening confidently and reflectively as well as asking questions appropriately.

• Be committed to the health, safety & security of children, including child protection issues.

• Demonstrate ethical behaviour in and out of the school.

• Be a contributor to the world, culturally sensitive, and display care, empathy and consideration for others.

What you will be doing:

• Help maintain, support and repair all technical equipment, including desktops, laptops, printers, projectors, TVs, A/V equipment, and other peripherals.

• Provide Level 1 and Level 2 technical support for end-users (hardware and software issues).

• Troubleshoot, diagnose, and resolve incidents related to Windows 10/11, MacOS, and iPadOS.

• Log, track, and update support tickets in the service management system.

• Perform routine laptop maintenance, imaging, and repairs.

• Install and deploy new equipment and perform hardware/software upgrades and installations; help teammates where necessary.

• Ensure and provide timely and professional end-user technical support for staff and students.

• Assist staff and students with Wi-Fi connection issues

• With colleagues, maintain, update and review the ISL hardware inventory database on a regular base.

• Monitor and maintain daily backup procedures in collaboration with the System and Network administrator and further IT operational tasks.

• Maintain computer hard drive images and regularly re-image machines.

• Create and maintain documentation and operational procedures (“How-to”) in collaboration with other IT members.

• Keep abreast of developments in technology having an impact on the above duties and the use of technology at ISL.

• Attend all IT department meetings.

• Such other duties as may be assigned by the Head of IT Infrastructure Services, the Head of Innovation and Technology or the Director.