IT Support Specialist

Where we Work

Udemy is global company headquartered in San Francisco, with additional U.S. offices in Denver and Austin, and international hubs in Australia, India, Ireland, Mexico, and Türkiye. This is an in-office position, requiring three days a week in our Chennai  office (Tuesday, Wednesday, Thursday) and flexibility on Mondays and Fridays.

About your Skills

• Experience scaling and supporting a growing organization. Ability to work independently, navigate day to day operations with limited direction through building business partner relationships.

• Ability to navigate various ITSM ticketing systems, knowledge of ServiceNow preferred. You have a data driven mindset and leverage historical data for decision making and process improvement.

• Clear and concise communication, organization, and writing skills with vendors, employees and e-staff.  Able to assist executive level teams efficiently, prioritize tasks, and be the "face of IT" with stakeholders.

• Must have the ability to resolve end user issues through research, persistence, team collaboration, personal research, and the desire to proactively learn on one's own.

• Knowledge of administration panels for SaaS tools including but not limited to: Google, Okta, Atlassian suite, Zoom, Adobe, Box, DocuSign, Slack, and Microsoft

About this role 

We are looking for an IT Support Specialist to assist the CorpIT Support team and partner with Workplace, IT Engineering and Onboarding teams.

This role will serve as a point of contact for the APAC region employee lifecycle management (onboarding and offboarding), office initiatives, automation testing and local and global events. This person will be responsible for anchoring to our IT SLAs and providing excellent end user support for our team.

Our ideal candidate will be strong technically, a proactive personality, someone with a desire for learning and helping the team.  

What you'll be doing:

• Provide L1 and L2 technical support to Udemy internal customers for all end user computing technologies, escalating requests where needed. 

• Be the onsite point of contact for IT requests, primarily in our Mumbai office and remote employees across APAC

• Cross collaboration with various teams including Workplace, IT Engineering, and Onboarding

• Address all end user IT requests, work with L3 teams for various operational projects,  identify gaps in CorpIT Support process, document, and resolve.  Research, assist and test enterprise solutions for our L3 teams when needed.

• Employee and hardware lifecycle management including: onboarding, application provisioning, deprovisioning, and offboarding

• Assist with tier 1 & 2 MDM system requests, asset management, and maintenance.  Learn through our Udemy platform how to perform patch management and endpoint automation to assist in L3 efforts and more.

• Assist with IT support for various Workplace and Corporate Comms initiatives, office moves, A/V & maintenance where needed.

• Exhibit a solutions-oriented mindset

What you'll have 

• Technical support background (2  years minimum) with knowledge of cloud-based application architectures and methods used to manage them including: Okta Admin, GSuite Admin, Slack and JAMF required.  Active Directory, Intune, and SnipeIT are a plus. 

• 2+ years experience working with MacOS, Windows, iOS, and android preferably in a SaaS environment.

• Ability to configure, image, install, and troubleshoot hardware including laptops, video conferencing, audio visual and end user peripherals

• Experience supporting executive level staff at a regional level (APAC)

The application window will be open until 26th September 2025 at least. This opportunity may remain posted based on business needs, which may be after the specified date.

#LI-RA1