Helpdesk Technician

Your mission

We are looking for a Helpdesk Technician to provide L1 and L2 IT support to employees, faculty, and students at the Madrid campus of Schiller International University. Additionally, this role will include remote L2 support for the Heidelberg, Paris, and Tampa campuses when their L1 teams are unable to resolve an issue.
The candidate will be responsible for managing the various platforms, hardware, and network used by the university. It is essential to have experience in systems and network management, as well as excellent communication skills and a positive attitude. This position is crucial to ensure our IT infrastructure runs smoothly and users receive high-quality technical support.

• Provide L1 and L2 Helpdesk support at the Madrid campus, and L2 support for other campuses, for staff, faculty, and students. L1 support focuses on resolving basic issues, while L2 handles intermediate problems. L3 support will be assigned to another person.
• Resolve incidents and manage requests through a ticketing platform, ensuring efficient responses and solutions.
• Administer the university's applications and services, including user and permission management. These applications include the entire Microsoft 365 suite (Azure, SharePoint, Teams, among others) and various additional platforms.
• Keep the digital signage on the televisions at the Madrid campus updated using the Sony TEOS application.
• Administer the rack at the Madrid campus and periodically review the campus network to ensure optimal cabling and technology configurations.
• Perform onboarding and offboarding of staff, including the delivery and retrieval of IT equipment.
• Manage and install the technological equipment in the classrooms and meeting rooms at the Madrid campus, periodically checking their proper functioning.
• Document each process implemented in applications and services, for example, how to register a new user in Active Directory and assign the necessary groups to obtain the corresponding licenses.
• Manage the hardware and software inventory, ensuring it is always up to date, both in terms of stock and items already distributed.
• Report to the manager with weekly data regarding open IT tickets, needs, and improvements.
• Provide support in the organization and execution of events when necessary.
• Provide basic training to users on the use of equipment and applications.

• Advanced degree in ASIR (Administration of Networked Computer Systems) or university degree in computer science.
• Proven experience of at least 1 year working as a Helpdesk Technician, Systems and Network Administrator, or similar role.
• Experience working in Microsoft Azure environments and with Microsoft Intune deployments is required.
• Knowledge of platforms such as Zoho, Anthology, Blackboard, and Jira will be valued.
• Event experience will be valued.
• Either native English speaker or proficiency level of English competency.
• Either native Spanish speaker or proficiency level of Spanish competency.
• French and German would be an asset.

For over 50 years, we have firmly believed in experiential learning, an educational model that combines knowledge and skills acquisitions with solid humanist values. A combined learning process that guarantees to all our students not only proficient professional capacities but also an international mindset to build inclusive and realistic scenarios that unify people, nations and cultures.

At SIU we are aware that our students will be part of a global, borderless and hyper-connected world. Thus, our 4 International Campuses provide undergraduate and graduate students with a high-quality variety of degrees valid both in the USA and Europe. All our programs are instructed in English and designed to be customized to each personal scenario. Additionally, all our students are encouraged to study abroad at any time during their education to complete their professional expertise with truly life experiences that turn them into truly holistic profiles.