We are looking for a motivated, experienced IT Support Technician, who is passionate about self-learning as well as assisting others in the workplace, looking to take the next step in their career in a dynamic, international business.


Based in Barcelona, you will be employed by ESL, which is a subsidiary business of Kaplan International. Your role will be to resolve IT issues of varying complexities, across a range of IT systems for internal staff and you’ll provide onsite, field and remote support (using TeamViewer) to all functions and areas of the business. You’ll be working collaboratively within a team of 7+ as well as project teams to implement new systems and install hardware. 


Your role will involve acting initially as 1st line triage, attending to 2nd line issues (escalating where necessary), playing a part in the delivery of IT Projects as well as fitting and installing machines on-site. You will need to take ownership and full responsibility for logging and handling your work, as well as monitoring the business systems and resolving issues. You’ll be available to work rotating 7.5-hour shifts between the operating hours of 08:00 – 18:00, Monday – Friday and be available to attend remote sites as required. 


Your main duties:

  • Provide 1st and 2nd line support for incidents and service requests via ITSM (ServiceNow), phone, face to face and email 
  • Take ownership and ensure all incidents/service requests are resolved/closed within agreed SLA’s
  • Record, track, and document the lifecycle of an incident or request, including all troubleshooting steps, actions taken, through to final resolution within the ITSM tool 
  • Active Directory users and groups administration
  • Manage end user accounts, permissions, access rights and business system content in line with compliance
  • Install, update and support our business systems and 3rd party applications 
  • Manage knowledge base and publish support documentation
  • Work effectively and productively with the Service Desk Manager, System Administrators, Business Systems Developers, Vendors and escalate when required
  • Support and maintain Office 365
  • Setup and configure new hardware for the business
  • Identify trending issues and possible problems when performing preventative maintenance 
  • Ensure technology policies, procedures and best practices are implemented and adhered to including GDPR (General Data
  • Protection Regulation) and SOX (Sarbanes-Oxley Act)
  • Follow best practice across incident lifecycle (Escalation, Problem Management, Change Management and Purchasing) 
  • Monitor networking equipment (including WAP health using Cisco Meraki Dashboard), web performance, network availability,
  • security and servers
  • Administrate and troubleshoot VOIP telephony systems Horizon, Mitel and RMES
  • Adobe Suite administration and support
  • Panda Active Defence 360 administration
  • Carry out maintenance on IT and AV technologies within the offices including meeting rooms (support meetings where required)


About you 


Technical vocational training or an equivalent combination of training and experience

Excellent written and verbal communication skills in English and Spanish

Substantial experience in an IT Support role and strong knowledge of IT environments with a technical, methodical and intelligent

approach to troubleshooting and problem solving 

Proactive approach and professional attitude when identifying and resolving issues 

Extensive knowledge of Active Directory

Good knowledge of Windows XP/7/8.1/10, Server 2008/2012/2016/2019 and MAC OSX

Strong knowledge and experience supporting Mac devices in an enterprise setting

Knowledge of mobile OS e.g. Android/iOS and Mobile Deployment Management (MaS360)

Solid understanding of DHCP, DNS, Active Directory, VPN, VOIP Telephony and Virtualisation

AV Administration (Panda 360)

Maintain company asset’s within Asset Database, Excel Online Spreadsheets, add asset tags to machines and track changes

Microsoft Office 365 admin centre administration and troubleshooting

Previous experience using ITSM (helpdesk) applications



  • Understanding of the ITIL framework / ITIL Certified
  • SCCM/JAMF/InTune knowledge and experienced in building machines from a network image
  • CompTIA A+, MCSA Windows Server 2012/2016 and or MCSA Office 365 qualification
  • High standard of Incident & Problem management
  • Network Troubleshooting, routers, switches, WAP’s, DHCP, DNS, TCP/IP, Firewalls, WAN, and LAN
  • Microsoft Azure
  • MSCE Server 2012/2016, CCNA 


Please apply by Monday 19th October 2020. (We may close the role earlier if we have received a sufficient number of applications)


About Us 

Kaplan International, a division of Kaplan Inc., is a leading for-profit company in the field of international education, which offers Higher education programmes for students in the UK, USA, Australia, Singapore and Hong Kong, English language courses across locations in UK, Ireland, USA, Canada, Australia and New Zealand and vocational training for financial services sector in Australia. We welcome students from more than 100 countries around the world. Kaplan Inc. is owned by Graham Holdings (NYSE: GHC) To find out more about us and our different business areas, please visit http://careers.kaplaninternational.com  


At Kaplan International, we are committed to working in a diverse organisation and strive to provide equality of opportunity for all. We encourage and welcome applications from individuals, regardless of age, disability, sex, sexual orientation, gender reassignment or identity, pregnancy and maternity, race, religion or belief and marriage and civil partnership. If you would like to be considered for an interview under the Guaranteed Interview Scheme, please complete this form or email us on disabilityconfident@kaplan.com

As part of our commitment to safeguarding, successful candidates will be subject to an enhanced Disclosure and Barring Service check. 

Applicants must be able to provide proof of eligibility to work in Spain


Apply for position now

Please advise your availability to start a new role:
Do you have the right to work in Spain?
Do you speak and write English and Spanish to a high level?

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