IT Support Engineer (Junior)

ROLE SUMMARY:

St John's International School is looking for a Junior IT Support Technician provides first-line technical support to students, faculty, and staff in a dynamic international school environment. The role ensures the smooth operation of IT systems and supports teaching and learning by maintaining reliable access to technology, troubleshooting issues, and assisting with the deployment and maintenance of school IT resources.

Key Focus Areas:

• First-Line Support Excellence: Ensure timely and effective resolution of day-to-day IT issues for students, staff, and faculty. Focus on responsiveness, clear communication, and minimizing disruption to teaching and learning.
• Classroom & Learning Technology Support: Maintain and support classroom technology (interactive boards, AV equipment, student devices) to ensure a seamless teaching experience. Be proactive in resolving issues before they impact lessons.
• Device Lifecycle Management: Support the full lifecycle of IT equipment, including preparation, deployment, maintenance, and collection of student and staff devices within a 1:1 environment.
• Educational Systems Support: Provide reliable user support for key school platforms such as iSams, APSchool, and ManageBac. Assist users with access, basic troubleshooting, and day-to-day use of these systems.
• Network & Connectivity Support: Assist in maintaining stable and secure network access across the campus, including Wi-Fi environments based on Cisco Meraki, working in coordination with external partners when needed.

KEY RESPONSIBILITIES:

1. User Support

• Provide first-line technical support via helpdesk and ticketing software, email, and in-person assistance
• Troubleshoot hardware, software, and connectivity issues
• Support classroom technology including projectors, interactive displays, and AV equipment
• Assist students and staff with login issues, device access, and educational platforms

2. Device & Asset Management

• Prepare, configure, and deploy laptops, tablets, and desktops
• Support and maintain student and staff device programs (1:1 environment)
• Perform routine maintenance, updates, and basic repairs
• Maintain accurate IT inventory and asset tracking

3. Systems Support

• Provide user support for key school systems, including:
  • iSams (Student Information System)
  • APSchool (administrative and scheduling platform)
  • ManageBac (IB learning platform)
• Assist with account creation, permissions, and basic troubleshooting within these systems
• Support cloud platforms such as Google Workspace and/or Microsoft 365

4. Network & Infrastructure Support

• Provide basic support for the school’s network infrastructure (Wi-Fi and LAN)
• Work with solutions based on Cisco Meraki (basic knowledge required), with escalation and support from external partners where needed
• Assist in monitoring connectivity issues and reporting incidents

5. IT Operations & Projects

• Support onboarding and offboarding processes (accounts, access rights, device allocation)
• Assist in implementing IT projects and system improvements
• Ensure compliance with school IT policies, cybersecurity practices, and data protection standards

6. Customer Service & Communication

• Deliver professional, friendly, and patient IT support in a multicultural environment
• Communicate technical concepts clearly to non-technical users
• Maintain a responsive and service-oriented approach

Tools & Systems: iSams, SOCS, APSCHOOL, Microsoft 365, Halo (Ticketing Software), PaperCut (Printing Software), AirTable IT Manager (Inspired), and internal reporting tools.

THE IDEAL CANDIDATE WILL HAVE:

Qualifications & Experience:

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
• 0–2 years of experience in an IT support or helpdesk role
• Basic knowledge of:
  • Windows and macOS environments
  • Mobile Device Management (MDM)
  • Networking fundamentals (Wi-Fi, TCP/IP, DNS)
• Exposure to Cisco Meraki environments is an advantage (basic level, with external support)
• Experience with educational systems (iSams, APSchool, ManageBac) is a strong asset

Skills & Competencies:

• Strong troubleshooting and problem-solving skills
• Good communication skills in English (additional languages are a plus in an international school setting)
• Customer-focused ‘Hospitality’ mindset with a proactive attitude
• Ability to prioritize tasks and manage multiple requests
• Team player with willingness to learn and grow

SAFEGUARDING STATEMENT:

Inspired Education Group is committed to safeguarding and promoting the welfare of children and young people and expects all staff, volunteers and other third parties to share this commitment. Safer recruitment practices and pre-employment background checks will be undertaken before any appointment is confirmed.