IT Support Technician, Systems and Infrastructure

Description

Position Summary: We are seeking an IT Support Technician, Systems and Infrastructure with a holistic profile to provide cross-brand technical support to three educational brands, responsible for technological infrastructure, cybersecurity, and administration of key platforms. Key Highlights: 1. Comprehensive technical support for students, staff, and teachers across three brands. 2. Responsible for technological infrastructure and cybersecurity. 3. IT project management and automation of management tools. Think Ahead Education is a company specializing in international education with three educational branches: Virtus, the most personalized British school in the Spanish market; Think Ahead Academy, a top-tier academic support center in Madrid; and IBWave, our online tutoring platform connecting International Baccalaureate (IB) students with the best tutors. We are currently looking for an IT Support Technician, Systems and Infrastructure with a holistic profile who will deliver cross-brand technical support to all members of our three brands — students, staff, and teachers. This person will be responsible for the organization’s technological infrastructure and cybersecurity, administration of our key platforms, and management and tracking of equipment inventory. This position will play a crucial role in maintaining and continuously improving our operational processes, ensuring efficiency and security across all areas. Who Are We? * Think Ahead Academy is a tutoring academy specialized in delivering IGCSE, A\-Level, and IB curricula, targeting British and international students aged 14–18. Our unique model—placing exam technique at the forefront of our methodology—and our personalized, small-group approach have made Think Ahead Academy the leading tutoring academy in the Community of Madrid. * Virtus, Madrid’s Sixth Form College (founded in 2016\), is a British school specializing in the final two years of British education (Year 12 and Year 13\), delivering the flexible and up-to-date A\-Level curriculum. With an average of five students per class, Virtus offers a personalized and innovative approach aligned with the demands of the 21st century. * IB Wave is an online tutoring platform that connects International Baccalaureate (IB) students with the best tutors. Founded in 2021, our mission is to help students pursuing the IB Diploma Programme—whether in Spanish or English—to improve their results and optimize preparation for official IB examinations, using a unique methodology and the best available online learning tools. What Will Be Your Main Responsibilities? * Comprehensive technical support (helpdesk) for all organizational stakeholders — students, staff, and teachers — across all three brands, addressing incidents and requests related to software, hardware, and connectivity. * Responsibility for the company’s technological infrastructure: networks and connectivity, servers and cloud services, backups, and on-site equipment — ensuring availability and performance. * Responsibility for organizational cybersecurity: defining and implementing security policies, managing access and identities, protecting devices, password management, user awareness, and compliance with data protection regulations (GDPR). * Responsibility for IT equipment inventory and its control: registration, labeling, allocation, lifecycle tracking of devices, management of equipment provisioning and decommissioning, and supporting procurement and renewal of devices and licenses in coordination with the administrative department. * Management of the full lifecycle of user accounts, access rights, and user groups (students, teachers, staff), including provisioning and deprovisioning tied to the start and end of each academic year. * Effective use of corporate IT systems and online tools, and their appropriate integration within roles, processes, and responsibilities. * Design, management, and maintenance of operational processes spanning all three Think Ahead Education brands. * Problem resolution and solution design related to operational management. * Liaison with finance and administration departments for invoice analysis and processing, and other procedures involving our financial tool. * Management of the educational intranet, including collaboration in processing, analyzing, and implementing educational solutions. Drafting functional requirements for the evolution and improvement of internal applications. Parameterization. * Liaison with the marketing department for computational processing of campaigns, front\-end solution design, and integration of online marketing tools. * User support for internal platforms and subscription management in coordination with the administrative department. * IT project management, such as implementation of new platforms and integration of existing platforms via Zaps or APIs. * Configuration, deployment, and maintenance of the organization’s electronic devices — primarily iPads — as well as computers and peripherals. * Administration, evolution, and automation of the CRM and other commercial, admissions, administrative, and marketing management tools used by the organization. * Technical support for launching and operating seasonal programs and campaigns (intensives, reinforcement classes, exams, etc.) throughout the academic year. * Preparation of reports and data analyses to support decision-making across departments and senior leadership. * Planning and execution of the annual IT calendar, with an especially intensive preparation phase immediately before the start of each academic year. What Do We Require? * Higher Vocational Training Degree in Computer Science (DAM, ASIR, or SMR) or equivalent qualification. * Prior experience as a technical support technician, systems technician, or platform administrator — ideally within an educational context. * Knowledge of network and systems administration, as well as fundamentals of cybersecurity (access management, backups, device protection). * Experience or willingness to assume responsibility for managing the organization’s technological infrastructure and equipment inventory. * Logical programming ability to design simple processes and implement them using appropriate tools. * Ability to manage IT projects (development, testing, and implementation). * Ability to design and implement operational processes (primarily in Zoho One). * Valuable experience with management/CRM platforms, process automation, and data analytics tools. * Valuable knowledge of Python and JavaScript programming. * Valuable experience in mobile device management (MDM) and Apple/iPad environments. * Intermediate English proficiency (B2\) is a plus. What Do We Offer? * **Position**: IT Support Technician, Systems and Infrastructure * **Employment Type**: Full-time * **Salary Range**: Annual gross salary between € 24\.000 and € 27\.000, depending on competencies and experience. * **Working Hours**: This position allows for a flexible schedule, including both on-site and remote work. However, occasional weekend assistance may be required.