Technical Support Specialist

Job Title: Technical Support Specialist

This role is for a Technical Support Specialist to join our global support team. The department's main purpose is to ensure employees have the technical support and resources they need. This role works cross-functionally with the finance team and other departments to provide timely and effective resolution for customers' computer and application issues.

Responsibilities:

• Provide timely and effective resolution for customers' computer and application issues, acting as the first point of contact for technical support.

• Manage the 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 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 support 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.

Qualifications:

• A Bachelor's degree in a relevant field or 2-3 years of IT 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.

The ideal candidate will possess excellent communication and interpersonal skills, with a focus on building productive working relationships. A strong foundation in IT, including proficiency in end-user operating systems and a basic understanding of networking skills, is also essential.

Our organization offers a competitive compensation package, including generous time off and health and wellness programs that offer choice and flexibility. We also provide opportunities for professional growth and development, including training and mentorship programs.

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.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

• Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by putting educators and learners at the center of everything we do.

• Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.

• Integrity - We believe integrity is the heartbeat of our organization. It shapes our products, the way we treat each other, and how we work with our customers and vendors.

• Action & Ownership - We have a bias toward action and empower teammates to make decisions.

• One Team - We strive to break down silos, collaborate effectively, and celebrate each other's successes.

• Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.