IT Support Administrator (H/F/X)

Role

The IT Support Administrator serves as the main contact for all IT incidents and service requests on campus, providing first- and second-level support to staff and students across various channels (email, phone, in-person, and self-service). They handle a wide range of equipment and systems, including computers, tablets, printers, multimedia tools, software, and network devices.

Their responsibilities include resolving support requests, ensuring high customer satisfaction in line with IT policies, and maintaining all IT equipment in a ready-to-use state. They also create and maintain support documentation to help users resolve issues quickly and become more self-sufficient.

Duties and responsibilities

Provide first and second level IT support to staff and students
Maintenance, Management, repair and troubleshooting of company assets (replacements, repairs, inventory, etc.) and systems
Ensure appropriate support ticket handling (creation, prioritization, and escalation) in the IT service desk system to meet SLA’s
Investigate problems and identify their source and determine possible solutions
Coordinate maintenance and upgrades with the campus management team
Train staff on the different equipment, solutions and applications used.
Produce documentation, help sheets, frequently asked questions lists and training for end users
Occasionally work outside business hours or at the weekend to perform installations, upgrade or support company events.
Additional duties as required

Education and experience

Associate’s degree or apprenticeship in IT
1-2 years of experience of working in an IT support role
Good knowledge of Microsoft Windows and Apple Mac OS client operating systems
Previous experience of working with students or within an educational environment a plus

Skills

Fluent English, good knowledge of French and good working knowledge of the other language
Strong analytical and problem solving skills, Independent
Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing
Strong customer service focus and ability to show initiative
Ability to plan and prioritise work load without supervision
Able to learn quickly, ask questions, take instruction constructively and be flexible in doing assorted tasks