It Support Specialist I

About Coursera Coursera was founded in 2012 by Stanford professors Andrew Ng and Daphne Koller to make world-class learning accessible to everyone everywhere Today over 190 million learners and 375 university and industry partners use our platform to gain skills in fields like AI data science technology and business As a Delaware public benefit corporation and Certified B Corp we re driven by the belief that learning can transform lives through learning Why Join Us At Coursera we re looking for inventors innovators and lifelong learners ready to shape the future of education You ll help build global programs and tools that power online learning for millions turning bold ideas into real impact People who thrive here are customer-first builders who move fast simplify ruthlessly and iterate relentlessly on the metrics that matter We re a globally distributed team and let you choose the best way you work whether it s from home a Coursera hub or a co-working space near you Our virtual hiring and onboarding make it easy to join us and start making an impact from anywhere If you re ready to make a global impact scale unique products exclusive to Coursera and expand your career horizons apply below Job Overview Coursera s IT Department is responsible for the Corporate tools and technology that are required for the company to operate efficiently and effectively We are a growing team that plays an integral role in the company s ability to perform its day-to-day tasks While supporting an ever-growing number of users with top-tier tools and applications our IT team is always aiming to achieve the highest goals and produce the best experience possible for our end users Coursera is looking for a motivated IT Support Specialist to help support our growing team and ensure our staff has the optimal technical working environment This is an internal support position which requires versatility attention to detail a strong sense of urgency and troubleshooting skills In this role you will be the front-facing contact to manage IT requests ranging from break fix issues SaaS administration asset management hardware deployment user onboarding offboarding A V support meetings All hands events etc and some IT project participation As part of a small IT team you ll wear lots of hats and gain plenty of valuable experience The role provides an opportunity to enhance your IT skills by providing first-line support to Courserians with their IT service requirements and needs The role also allows for the successful candidate to further identify their IT path and align their career aspirations with the different IT fields from basic computer fundamentals to server administration application support and other technology opportunities Responsibilities Responsible for Global IT Support for 1500 systems 95 Mac and 5 Windows VDI experience with end-user support by responding to client queries solving technical problems including client software hardware and network system problems Support the business needs in the office as per the requirement Daily duties can include receiving prioritizing documenting routing scheduling help with general IT support technical troubleshooting documentation Audio Video support project management and resolving all internal IT support requests related to hardware and software to the role limits Conduct New Hire training including orientation on company IT platforms and tool familiarity troubleshooting and configuration assistance Provide technical assistance training to the team members and act as a liaison with the Systems and Network Administration team s Manage hardware in relation to the hardware asset lifecycle and provide support in SaaS asset management such as auditing access retrieval etc Create and maintain knowledge content to promote self-service support and provide feedback and recommendations to improve processes productivity and quality of service You need to support operations during Indian holidays covering UK business hours Basic Qualifications 2 years of IT or Desktop Support System Administration with a demonstrated history of providing exceptional customer service Extensive experience with configuring troubleshooting Mac OS is a must Extensive experience with configuring troubleshooting Windows 10 and higher will be an advantage Experience with various IT tools and SaaS applications Google Suite JAMF Zoom ServiceNow Virus Scan Microsoft Office Slack Okta etc Demonstrated ability to communicate ideas to technical and non-technical audiences in both written and verbal formats Inquisitive attitude and a desire to learn new things Preferred Qualifications Experience with intermediate systems network troubleshooting skills MAC administration Workspace One IT Service management tool like Service Now along with SSO technology is a must Demonstrating training skills for non-technical users Certifications to look out for CompTIA A CompTIA Security CompTIA Network will be an additional advantage If this opportunity interests you you might like these courses on Coursera Service Desk Analyst Jobs Courses Salaries and Career Paths - Google IT Support Professional Certificate - Bachelor of Information Technology from Illinois State - LI-PD1 Coursera is an Equal Opportunity Employer committed to building a welcoming and inclusive workplace We consider all qualified applicants without regard to legally protected characteristics and provide reasonable accommodations upon request at accommodations coursera org Learn more in our and