IT Support Technician

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome.

And That's Where You Come In
At Instructure, we are dedicated to empowering EdTech providers and educational organisations to unlock their full potential through innovative technology solutions. Our mission is to provide intuitive products and services that simplify learning and personal development, foster meaningful relationships, and inspire progress in education and careers. We believe in giving smart, creative, and passionate individuals the opportunity to make a significant impact in the world of EdTech.

We are expanding in the Philippines and seeking a customer-focused IT Helpdesk Technician to support our global operations. As the first point of contact for IT issues, you'll provide prompt, effective solutions to keep our team productive.

About The Role

• Provide First-Level Technical Support: Respond to and resolve IT support requests via phone, email, ticketing system, and in person.
• Troubleshoot Hardware and Software Issues: Diagnose and resolve issues related to desktops, laptops, printers, peripherals, operating systems (Windows, macOS), and common software applications.
• User Account Management: Create, modify, and disable user accounts in Active Directory and other relevant systems.
• Network Support: Assist with basic network troubleshooting, including connectivity issues and VPN support.
• Software Installation and Configuration: Install, configure, and update software applications as needed.
• Hardware Maintenance: Perform basic hardware maintenance and repairs, and coordinate with vendors for more complex issues.
• Documentation: Maintain accurate records of support requests, resolutions, and IT inventory. Create and update knowledge base articles and user guides.
• Escalation: Escalate complex issues to higher-level support teams as necessary.
• Customer Service: Provide excellent customer service and maintain a professional and positive attitude.
• Remote Support: Provide remote support to users in various locations.
• Adhere to IT Policies: Follow company IT policies and procedures to ensure security and compliance.
• Onboarding/Offboarding: Assist with the IT aspects of employee onboarding and offboarding.

About You

• Minimum of 1-3 years of experience in an IT helpdesk or technical support role.
• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional).
• Experience with cloud-based applications (e.g., Google Workspace, Microsoft 365).
• Experience with video conferencing systems (e.g., Zoom, Microsoft Teams).
• Experience with MDM solutions.
• Strong understanding of Windows and macOS operating systems.
• Proficiency in troubleshooting hardware and software issues.
• Experience with Active Directory and user account management.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Experience with ticketing systems (e.g., Jira Service Management, ServiceNow).
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Customer-focused with a strong commitment to providing excellent service.
• Ability to prioritize and manage multiple tasks effectively.
• Fluent in English, both written and verbal.
• Willingness to learn and adapt to new technologies.

Get in on all the awesome at Instructure
We offer competitive, meaningful benefits in every country where we operate.

While they vary by location, here's a general idea of what you can expect:

Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.

Flexible schedules and a remote-friendly culture, with hybrid or onsite work options available in some regions for specific roles.

Generous time off, including local holidays and our annual company-wide "Dim the Lights" week in late December, when we encourage everyone to step back and recharge.

Comprehensive wellness programs and mental health support.

Annual learning and development stipends to support your growthThe technology and tools you need to do your best work — typically a Mac, with PC options available in some locations.

Motivosity employee recognition programA culture rooted in inclusivity, support, and meaningful connection

Compensation:
This range reflects our target hiring range, with flexibility based on experience, skills, and market factors.

We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.

Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.

All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we've implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.

Any attempt to misrepresent personal or professional information will result in disqualification.