Technical Support Professional

Job Description:

We are seeking a skilled IT Support Specialist to join our team. As an IT Support Specialist, you will be responsible for providing timely and effective resolution for customers' computer and application issues, acting as the first point of contact for technical support.

Responsibilities:

• Provide timely and effective resolution for customers' computer and application issues, acting as the first point of contact for technical support.
• Manage the IT ticket queue efficiently, ensuring all issues are documented, tracked, and resolved within established SLAs.
• Administer the onboarding and offboarding of employees, including workstation configuration, hardware provisioning, and system access.
• Occasional travel to the Makati facility to oversee the shipping and receiving of hardware, maintaining accurate records and following all internal asset management processes.
• Work closely with the finance team to maintain and improve vendor payment processes.
• Adhere to and help enforce internal policies for patch management and other critical IT procedures.
• Collaborate with the global IT team to resolve complex issues and contribute to projects with a "Global First" mindset.
• Author and maintain technical documentation and knowledge base articles to be shared across the company.
• Participate in IT projects as assigned, contributing to the implementation and improvement of enterprise systems.
• Engage in continuous personal/professional development.

Qualifications:

• A Bachelor's degree in a relevant field or 2-3 years of IT engineering experience with a proven track record in managing IT systems.
• 3+ years of experience in computer-related technical support.
• Proficiency in end-user operating systems (e.g., macOS, Windows) and a foundational knowledge of server operating systems.
• Basic understanding of networking skills including TCP/IP and routing.
• Familiarity with virtualization technologies such as VMware, Hyper-V, EC2.
• Experience with Single Sign On (SSO) platforms such as Okta.
• Proficiency with productivity and collaboration software including Google Workspace, Microsoft Office 365, and Slack.
• Knowledge and demonstrated use of AI tools to enhance productivity and problem-solving.
• Basic knowledge of cybersecurity principles.
• Experience with scripting and automation for system tasks is a plus.
• Demonstrated ability to manage and prioritize tasks in a fast-paced environment.
• Excellent communication and interpersonal skills, with a focus on building productive working relationships.
• Flexibility to work in time zones outside of local business hours.
• Experience using ticket systems such as Jira Service Management.

Tii Elements:

• A Problem Solver: Can independently tackle issues of moderate scope, analyzing situations to determine the appropriate course of action.

• A Continuous Learner: Eager to solicit and act on feedback from peers and senior engineers to develop professional expertise.

• Customer-Focused: Dedicated to ensuring a positive experience for employees and resolving technical issues efficiently.

• A Team Player: Partners effectively with a global team, contributing insights and working collaboratively to solve problems.

• Detail-Oriented: Has a thorough knowledge of 1-2 enterprise IT systems and can manage a ticket queue within defined processes.

Benefits:

• Competitive salary and benefits package.

• Opportunities for professional growth and development.

• Flexible working hours and remote work options.

• Access to cutting-edge technology and tools.

• Collaborative and dynamic work environment.

• Generous paid time off and holidays.

• Comprehensive health insurance and wellness programs.

• Education reimbursement and parental leave.

• Charitable contribution match and volunteer time off.

Others:

Turnitin is committed to diversity and inclusion in the workplace. We welcome applications from candidates who share our values and are passionate about making a difference in education.