IT Systems Support Specialist

Our team seeks an IT Engineer to join our global IT operations.

The ideal candidate will have a strong foundation in computer systems and networks, with excellent analytical and problem-solving skills. Experience working in a fast-paced environment and strong communication skills are essential for this role.

This is an exciting opportunity to work as part of a dynamic team responsible for delivering technical support services to our employees across the globe. As an IT Engineer, you will be at the forefront of troubleshooting and resolving technical issues, collaborating with cross-functional teams to ensure seamless service delivery.

• 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 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 organization.
• Participate in IT projects as assigned, contributing to the implementation and improvement of enterprise systems.
• Engage in continuous personal/professional development.

The successful candidate will have excellent interpersonal and communication skills, with the ability to build strong relationships with colleagues and stakeholders. A bachelor's degree in a relevant field or equivalent experience is required.

• 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.

We offer a comprehensive package that prioritizes your overall well-being, including generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Our mission is to ensure the integrity of global education and meaningfully improve learning outcomes. We realize our mission by putting educators and learners at the center of everything we do.

Benefits

• Remote First Culture
• Health Care Coverage
• Education Reimbursement
• Competitive Paid Time Off
• 4 Self-Care Days per year
• National Holidays
• Charitable contribution match
• Monthly Wellness or Home Office Reimbursement
• Access to Modern Health (mental health platform)
• Retirement Plan with match/contribution

We recognize it's unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you're willing to learn and evolve alongside us, join our team.

We are committed to the policy that all persons have equal access to its programs, facilities and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.