IT Support Engineer

ROLE SUMMARY:

King’s College School Panama is a world-class international private school in Clayton, Panama, bordering the beautiful Panamanian rainforest and conveniently located near the vibrant city centre. 

As a diverse, inclusive British international school in Panama, we are proud to deliver an exemplary, values-based education. Our British school in Clayton offers a unique educational pathway for students aged 2 to 18, starting with the Reggio Emilia approach for Early Years, followed by the British international curriculum, IGCSE and the IB Diploma Programme (IBDP), so that every learner is prepared to open any door in their future. At our top international school in Clayton, Panama, small class sizes ensure personalised learning and foster a close-knit community of 500 diverse learners. 

The IT Support Engineer is the first point of contact for staff and students, providing Tier 1–2 support and ensuring the availability, quality, and safety of IT services that enable teaching, learning, and school operations. The role owns ticket handling, endpoint and classroom technology support, basic network/Wi-Fi troubleshooting, user onboarding/offboarding (JML), asset management, and documentation, escalating effectively to Panama’s IT Coordinator, regional leads, and approved vendors/MSPs when needed. Success is measured through SLA attainment, customer satisfaction (CSAT), first-contact resolution (FCR), and proactive prevention of recurring issues.

KEY RESPONSIBILITIES:

• Act as the primary helpdesk contact (walk-up, phone, email, ticketing), resolving Tier 1–2 incidents and ensuring timely follow-up. 
• Apply ITIL practices for ticket management: correct categorization, SLA tracking, communication, and escalation.
• Maintain and update knowledge base and self-service guides for staff and students.
• Install, configure, and support Windows, macOS, and ChromeOS devices, including preventive maintenance.
• Provide classroom technology support (AV systems, projectors, microphones, streaming setups) and coordinate with EdTech staff.
• Manage printing services and coordinate vendor repairs when needed.
• Handle user account management (creation, access, permissions) in Google Workspace and key school platforms.
• Perform basic network and Wi-Fi troubleshooting, maintain cabling standards, and assist with inventory in network rooms.
• Keep accurate IT asset records and produce regular operational and performance reports.
• Deliver on-site IT support for school events and coordinate with Facilities for new setups and moves.
• Collaborate with vendors and regional IT teams to ensure standards, timely escalations, and continuous improvement.
• Manage challenges such as high service demand during academic peaks, maintaining quality under pressure, and ensuring documentation accuracy.

THE IDEAL CANDIDATE WILL HAVE:

• Bachelor´s degree in Information Technology, Computer Science, Systems/Networking or related field (or equivalent practical experience).
• 2+ years in IT support/service desk or field engineering (Tier 1-2), preferably in education (K-12)
• Operating Systems: Windows 10/11, macOS, ChromeOS, iOS/iPadOS/Android basics.
• Productivity/Identity: Google workspace admin basics (users, groups, shared drives), Gmail/calendar troubleshooting, awareness of Microsoft 365.
• Networking (operational): TCP/IP, DNS/DHCP fundamentals, VLAN/SSID concepts, client Wi-Fi diagnostics, familiarity with Cisco/Meraki tools beneficial.
• Security: Endpoint protection/EDR basics, patching, MFA hygiene, email security workflows.
• Classroom/AV: Interactive panels (SMART/Promethean), projectors, webcams/mics, streaming/meeting platforms (Zoom/Google Meet)
• ITSM & Tools: Ticketing systems, asset management, imaging/automation basics, beneficial: scripting exposure (Powershell/Apps Script) and SIS familiarity (e.g. iSams).
• ITIL v4 Foundation (required)
• Cisco/Meraki entry-level (e.g, CCST/CCNA associate tipics or CMNA) desirable
• Microsoft 365 Administrator/Intune, Google Workspace Administrator are a plus
• Apple IT Certifications are a plus

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.