IT Support Engineer

IMD; Vaud; On-site; CHF 70,000 - 100,000; Full time

Benefits offered by this job

Free coffee

Job summary

IMD in Lausanne is seeking an IT Support Engineer to maintain outstanding support for alumni, participants, faculty and staff. You will work across macOS, iOS and Windows environments, handle complex issues, and help train AI tools to improve user experience.

The role emphasizes empathy, clear communication, and practical problem solving on a beautiful campus. You’ll collaborate with AV teams on conferencing rooms and learning spaces, while growing your skills in AI-assisted support and

Qualifications

• Hands-on IT support experience across macOS, iOS, Windows environments.
• Strong troubleshooting skills across a wide range of issues.
• Fluent in French and English; working language is English, daily French use.

Responsibilities

• Be the face of IT for our community; support Staff, Faculty, Participants and Alumni across platforms.
• Support a Mac-first environment while maintaining Windows knowledge to guide colleagues.
• Solve problems using judgment, document solutions for the team.
• Help us put AI to work by improving bot knowledge and handling complex requests.
• Collaborate with AV teams to keep conferencing rooms and learning spaces running smoothly.
• Grow your skills and take on new challenges on a large campus with a supportive team.

Skills

IT support

macOS & iOS

Windows

Customer service

French & English

AI curiosity

Tools

Copilot Studio

Job description

The International Institute for Management Development (IMD) has been pioneering leadership development for nearly 80 years. Founded by business for business, we are an independent university institute with Swiss roots and global reach. Operating from Lausanne with strategic hubs in Singapore, Shenzhen, and Cape Town, IMD works with 20,000+ executives from 120+ countries annually. Our 145,000+ alumni form a powerful global network. Consistently ranked among the world's top business schools, IMD bridges cutting-edge research with real-world application to help leaders solve problems, scale solutions, and drive impact.
Real Learning for Real Impact.

To reinforce our team, we are looking for an

Why we are recruiting

Every now and then, it’s time to welcome fresh talent to the team, and that’s where you come in! We’re looking for a motivated, service-minded IT Support Engineer to help us keep delivering outstanding support to our Alumni community, Participants, Faculty and Staff.

How the job is changing (and why that’s good news)

Let’s be honest: IT support isn’t what it was five years ago. AI assistants and agents now handle a growing share of the simple, repetitive requests. That leaves our engineers free to focus on what really matters: the tricky problems, the human conversations, and making technology work for people.
We’re building that future in-house, and we want you to help shape it. You’ll work with our AI tools every day, and you’ll help us train, test and improve them so they keep getting better for everyone.

Your main responsibilities

• Be the face of IT for our community. You’ll support Staff, Faculty, Participants and Alumni across a wide range of platforms and situations, always with a “let’s get this sorted” attitude.
• Support a Mac-first environment. We’ve historically been a Windows institution and are moving to Mac-first. You’ll support both worlds and help colleagues make the switch.
• Solve problems, including the ones without a manual. Not every situation fits a procedure. We count on you to use good judgment, find a sensible way forward, and then document it so the whole team benefits.
• Help us put AI to work. Spot requests an agent could handle, improve the knowledge our bots rely on, and step in when a human touch is needed.
• Team up with our AV colleagues. Our campus has cutting-edge conferencing rooms, high-impact learning auditoriums and some downright crazy devices. You’ll help keep them running smoothly.
• Keep growing. You’ll focus on the areas where you already excel, and we’ll encourage you to expand your skills and tackle new challenges. With a large (and beautiful) campus to cover, expect to rack up some steps. Don’t worry, there’s free coffee and a team that always has your back.

What we’re looking for

We need someone who is as good with people as with technology. You take ownership, you follow through, and you genuinely care that the person in front of you walks away with a working solution and a good experience. When there’s no established process, you don’t stall. You use common sense, ask the right questions, find a path that works, and share what you learned.

What you bring

• Hands-on experience in IT support, with strong troubleshooting skills across a wide range of issues
• Solid, hands-on knowledge of macOS and iOS, ideally alongside excellent knowledge of Windows, so you can guide colleagues through the switch from either side
• A strong service orientation, with clear, friendly and patient communication
• Fluent French and English: our working language is English, but the team communicates mostly in French day to day
• Good judgment and resourcefulness, and comfort working autonomously where processes are still being defined
• Curiosity about AI: you’re comfortable using AI assistants daily, know how to ask the right questions, and can tell when an answer can be trusted

A big plus

• Experience supporting Macs in a business environment
• Experience building or fine-tuning AI agents or bots (Copilot Studio or similar)
• A taste for automating whatever can be automated
• Interest in AV and conferencing technology
• Experience writing procedures, processes or knowledge articles

The qualities that matter most to us are the ones AI can’t replace: empathy, clear communication, sound judgment, adaptability and a love of learning. Bring those, and we’ll help you grow the rest.

Why join us?

This isn’t just an IT job. It’s a chance to join a team that supports its community and each other while having fun along the way, and to be at the forefront of how IT support is being reinvented. If this sounds like you,