The opportunity
Coursera and Udemy are now one company, creating one of the world's most comprehensive skills development platforms for the AI era. This strengthens our ability to accelerate AI-powered innovation and shape how the world discovers and builds skills at a pivotal moment of change.
What you'll do
Responsible for Global IT Support for 2500+ 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 systems and support including video conference rooms, 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.
Handle technical escalations and 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.
What they're looking for
- + 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.
