Student Support Officer | Digital Learning & Engagement

Job Specification: Student Support Officer | Digital Learning & Engagement

Location: Dublin (onsite)

Reports To: Principal and Senior Systems Administrator

Contract Type: Full-time, Permanent

Start Date: immediate or 4th August 2026

Salary: €33,000

About Ashfield College

Ashfield College has built a long-standing reputation as one of Ireland's leading Leaving Certificate schools, helping generations of students achieve academic success through exceptional teaching, personalised support, and a strong focus on educational excellence. Since becoming part of City Education Group in 2011, the college has benefited from the strength of one of Ireland's most respected private education providers, offering pathways across second-level, professional, higher, and international education. Today, Ashfield College is part of the global Planet Education Network (PEN) family following its acquisition of a majority stake in City Education Group, further strengthening its commitment to innovation, international collaboration, and delivering outstanding educational opportunities for students in Ireland and beyond

Position Overview

We are seeking a compassionate, reliable, and organised Student Support Officer to join our team. This role is centred on fostering a positive and engaging experience for our students studying in a blended or online environment and in the classroom, ensuring they feel supported, connected, and confident throughout their studies. In addition to student engagement, the successful candidate will provide administrative and IT support to help ensure the efficient operation of our school.

If you are a professional, highly motivated, and flexible individual with excellent communication skills, a customer-focused approach, and a passion for helping learners succeed, we would love to hear from you. This is a student facing role so requires someone with the abilities and competencies to help students and the schools find solutions for our learners to ensure engagement in their studies.

Key Responsibilities

• Act as the primary point of contact for blended and online students, fostering positive relationships and providing ongoing guidance and support throughout the academic year.

• Build strong connections with students through regular check-ins, use of learner analytics monitoring their academic progress, engagement, wellbeing, and overall learning experience.

• Provide a safe, supportive, and confidential environment where students feel comfortable discussing any challenges they may be experiencing, referring concerns to the appropriate staff where necessary.

• Monitor student engagement and attendance, preparing weekly attendance reports and highlighting any concerns or trends to the relevant staff.

• Prepare and maintain student profiles for teachers, ensuring they are kept informed of relevant student updates and support needs.

• Liaise with students, parents, teachers, and administrative staff to ensure effective communication and a consistent, high-quality student experience.

• Ensure all students have access to the learning platforms, resources, and materials required for their studies, including Moodle, VSware, the school app, live classes, recorded lessons, and subject manuals.

• Coordinate the setup and monitoring of live online classes to support the smooth delivery of teaching.

• Upload, edit, organise, and maintain recorded classes and other digital learning resources on Moodle.

• Provide first-line technical support to students and parents, assisting with issues relating to online learning platforms, devices, software, and virtual classrooms to minimise disruption to learning.

• Respond promptly to enquiries, resolving issues efficiently while maintaining a professional and student-centred approach to customer service.

• Attend regular IT department meetings and contribute to the ongoing enhancement of systems and student support processes.

• Support Group-wide projects and initiatives during Ashfield College holiday periods and undertake any other duties as reasonably assigned by management.

Person Specification

Essential Requirements:

• A genuine commitment to supporting students and promoting a positive, inclusive, and engaging learning experience.

• The ability to build, develop, and maintain positive relationships with students, parents, colleagues, and other stakeholders.

• Excellent interpersonal, verbal, and written communication skills.

• A compassionate, empathetic, and approachable manner with the ability to actively listen and respond sensitively to student needs.

• Strong organisational and administrative skills, with excellent attention to detail.

• The ability to prioritise competing demands, manage workload effectively, and meet deadlines in a fast-paced environment.

• The ability to work independently using initiative, while also contributing positively as part of a collaborative team.

• A proactive, flexible, and solution-focused approach to problem solving.

• Good digital literacy and confidence using a range of IT systems and software to support students and administrative processes including an online learning platform such as Moodle, Microsoft Teams, Zoom, or similar virtual learning environments.

• A commitment to maintaining confidentiality and handling sensitive information with professionalism and discretion.

Desirable:

• Experience working in an education, student support, customer service, or pastoral care environment.

• Experience supporting online or blended learning programmes.

• Experience supporting users across common operating systems, including setup, configuration, updates, user profiles, and routine troubleshooting.

• Familiarity with Student Information Systems (e.g. VSware) or similar student management systems is advantageous.

• Experience providing first-line support for device, access, and network connectivity issues, including Wi-Fi, LAN, VPN, DNS, DHCP, and secure authentication.

• Ability to identify, resolve, or escalate operating system, device, and networking issues in a timely and professional manner.

• A willingness to learn new technologies and contribute to the ongoing development of digital learning services.

Key Attributes

• Student-centred: A genuine passion for supporting learners to achieve their full potential.

• Compassionate & approachable: Creates a welcoming and supportive environment with the ability to build trust and positive relationships.

• Patient & Understanding: Actively listens and can respond sensitively to individual student needs.

• Resilient & Adaptable: Thrives in a fast-paced environment with changing priorities.

• Technology Confident: Has the ability to quickly learn and effectively use new systems and digital platforms.

Why Join Ashfield College?

• Be part of a respected, high-achieving private college with a strong student success record.

• Work within a supportive, collaborative team environment.

• Opportunities for professional development within the City Education Group network.

• Competitive salary and benefits package (commensurate with experience).

Application Process

Interested candidates should submit:

• A CV outlining relevant experience and achievements

• A cover letter detailing their suitability for the role and motivation for applying