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Key Responsibilities
(1) IT Desktop Technical Support Approx. 50% of time
1. Serve as the frontline response hub for the school’s IT services. Responsible for receiving, logging, and prioritizing desktop equipment fault reports (e.g., hardware issues with computers, printers, projectors; system failures on Windows/macOS; office software malfunctions) from all teachers, students, and staff (both Chinese and international). Ensure response times comply with the school’s Service Level Agreement (SLA).
2. Independently resolve over 80% of routine technical issues. Conduct initial diagnosis for complex faults, then coordinate with internal IT resources (e.g., network engineers, system administrators) or external vendors for follow-up. Track the entire issue resolution process and provide progress updates to users.
3. Maintain the IT equipment asset ledger. Assist in regular inspection, update, and maintenance of desktop equipment to ensure stable operation of teaching and office devices. Support the IT Department in onboarding processes (e.g., equipment configuration for new employees) and offboarding processes (e.g., equipment recovery and data erasure for departing staff).
(2) EdTech Teaching Support (in collaboration with CETI) Approx. 30% of time
4. Assist the CETI team in providing Educational Technology (EdTech) support to both Chinese and international teachers. This includes training on the use of teaching software (e.g., SeeSaw, ，Seesaw, Office365, Fusion, Adobe Education, interactive teaching tools), troubleshooting, and suggestions for function optimization.
5. Participate in the implementation of the school’s EdTech projects, such as daily debugging and usage guidance for smart classroom equipment (e.g., interactive whiteboards, lecture recording systems). Ensure teachers can effectively utilize technical tools for in-class teaching.
6. Collect teachers’ needs and pain points in EdTech application, compile them into requirement reports, and submit to the CETI team. Assist in optimizing teaching technology support solutions to enhance the digital teaching experience.
(3) Cross-Departmental Communication and Service Coordination Approx. 20% of time
7. Act as the liaison between the IT Department and CETI. Establish efficient communication mechanisms to synchronize support needs, project progress, and problem-solving solutions between the two departments, ensuring seamless integration of technical support services.
8. Provide bilingual (Chinese-English) technical consultation services to all teachers, students, and staff. Patiently answer questions related to equipment usage, system operation, and EdTech tool application to improve user satisfaction with IT and CETI services.
9. Regularly organize Helpdesk service data (e.g., fault types, response time, resolution rate), compile service reports, and submit them to the Head of IT Department. Provide data support for optimizing service processes and improving support efficiency.
10. And any working instructions from head of IT or Deputy Head of IT.
Skills and Experience Required
(1) Educational Background and Work Experience
1. Bachelor’s degree or above. Majors in computer-related fields, educational technology, or education are preferred.
2. At least 2 years of relevant work experience in IT desktop support or educational technology support. Experience working in international schools or bilingual schools is highly preferred.
(2) Language Proficiency and Cross-Cultural Competence
1. Overseas study experience (undergraduate or postgraduate level) is required. Familiar with Western educational culture and workplace communication styles.
2. Fluent in English (excellent listening, speaking, reading, and writing skills), able to communicate with international teachers, students, and colleagues using English as the working language. Clear Chinese expression, with cross-cultural communication skills to flexibly adapt to communication needs in different cultural contexts.
(3) Professional Skills
1. Proficient in troubleshooting and maintaining desktop equipment (PC, Mac) hardware and operating systems (Windows 10/11, macOS). Familiar with common office software (Office 365, Adobe Suite) and basic network principles (TCP/IP, Wi-Fi).
2. Knowledge of common tools in the EdTech field (e.g., Learning Management Systems - LMS, interactive teaching software, smart classroom equipment). Experience in EdTech tool training or application support is preferred.
3. Strong problem-analysis and problem-solving abilities, able to quickly identify the root cause of faults and propose solutions. Proficiency in using Helpdesk management systems (e.g., Jira, ServiceNow) is preferred.
(4) Professional Qualities
1. Strong sense of service and responsibility, passion for the education industry, and proactive in responding to the technical needs of teachers and students.
2. Excellent teamwork skills, able to collaborate efficiently with the IT Department and CETI to complete cross-departmental tasks. Strong pressure resistance, able to adapt to the school’s work rhythm during the semester (e.g., peak technical support periods during school opening and exam seasons).
3. Eager to learn new knowledge, keep abreast of the latest trends and technological developments in the EdTech field, and proactively integrate new tools and methods into support work.
Dulwich College Beijing is committed to safeguarding and promoting the welfare of all the students in our care and expects all applicants to share this commitment. We follow safe recruitment practices, which are aligned to the recommendations of the International Task Force on Child Protection. We hold ourselves to a high standard of effective recruiting practices with specific attention to child protection.All appointments are subject to an interview, identity checks, criminal record checks, successful references, as well as due visa and work permit process as required by Chinese law.