IT Support Engineer
$98,420–$123,025 year
On-siteMountain View Santa Clara County, California, United States
Job Summary
Manage global IT support for 2500+ systems, prioritizing and resolving client queries regarding software, hardware, and network issues. Conduct new hire training on company IT platforms, handle technical escalations, and act as a liaison with Systems and Network Administration teams. Support business needs in the office by managing hardware asset lifecycles, SaaS asset management, and audio/video systems for meetings and events. Create knowledge content to promote self-service support and provide feedback to improve processes. This role offers broad exposure to IT functions within a small, globally distributed team at Coursera, combining front-line troubleshooting with hands-on experience in server and application management.
Required Qualifications
- 4+ years of IT or Desktop Support / System Administration with a demonstrated history of providing exceptional customer service
- Extensive experience with configuring & troubleshooting Mac OS
- Extensive experience with configuring & troubleshooting Windows 10 and higher
- Demonstrated ability to communicate ideas to technical and non-technical audiences in both written and verbal formats
- Inquisitive attitude and a desire to learn new things
- Experience with various IT tools and SaaS applications: Google Suite, JAMF, Zoom, ServiceNow, Virus Scan, Microsoft Office, Slack, Okta etc
- Experience with managing AV systems and technical support for office events
- Experience with intermediate systems/network troubleshooting skills
- Experience training and explaining complex topics to end users, and interacting candidly and positively with management
- CompTIA A+, CompTIA Security+, CompTIA Network+ certifications
Desired Qualifications
- Experience with configuring & troubleshooting Windows 10 and higher
- Experience with various IT tools and SaaS applications: Google Suite, JAMF, Zoom, ServiceNow, Virus Scan, Microsoft Office, Slack, Okta etc
- Experience with managing AV systems and technical support for office events
- Experience with intermediate systems/network troubleshooting skills
- MAC administration
- IT Service management tools like ServiceNow & JSM along with SSO & AV technology
- Experience training and explaining complex topics to end users, and interacting candidly and positively with management
- Certifications to look out for: CompTIA A+, CompTIA Security+, CompTIA Network+
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.