IT Support Specialist

Job Overview:

Coursera’s IT Department supports internal operations by managing corporate tools and technologies that enable efficient and effective work across the company. The IT Support Specialist will be a key front-line role, responsible for providing internal technical support, including troubleshooting, SaaS administration, hardware deployment, asset management, onboarding/offboarding, and A/V support for meetings and events.

This position requires adaptability, urgency, and attention to detail. It offers broad exposure to IT functions and is ideal for candidates looking to develop their technical skills and explore various IT career paths. As part of a small and dynamic team, the role provides hands-on experience and growth opportunities in areas ranging from basic support to server and application management.

Responsibilities:

• Responsible for Global IT Support for 1500+ systems (95% Mac and 5% Windows & VDI), experience with end-user support by responding to client queries, solving technical problems including client software, hardware and network system problems. Support the business needs in the office as per the requirement.

• Daily duties can include receiving, prioritizing, documenting, routing, scheduling, help with general IT support, technical troubleshooting, documentation, Audio/Video support, project management and resolving all internal IT support requests related to hardware and software to the role limits.

Conduct New Hire training, including orientation on company IT platforms and tool familiarity, troubleshooting, and configuration assistance.

• Provide technical assistance/training  to the team members and act as a liaison with the Systems and Network Administration team(s).

• Manage hardware in relation to the hardware asset lifecycle and provide support in SaaS asset management such as auditing, access retrieval, etc.

• Create and maintain knowledge content to promote self-service support and provide feedback and recommendations to improve processes, productivity, and quality of service.

• You need to support operations during Indian holidays covering Eastern Time (EST or EDT)  business hours. 

Basic 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 is a must.

• Extensive experience with configuring & troubleshooting Windows 10 and higher will be an advantage.

• Experience with various IT tools and SaaS applications: Google Suite, JAMF, Zoom, ServiceNow, Virus Scan, Microsoft Office, Slack, Okta etc.

• 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.

Preferred Qualifications:

• Experience with intermediate systems/network troubleshooting skills,MAC  administration, Workspace One, IT Service management tool like Service Now along with SSO technology is a must.

• Demonstrating training skills for non-technical users.

• Certifications to look out for: CompTIA A+, CompTIA Security+, CompTIA Network+ will be an additional advantage.

Typical Working Hours: 

• 830 PM - 530 AM IST || 8 AM - 5 PM PST || 11 AM - 800 PM EST

Travel Requirement: 

•   You may need to travel for business support as per the requirement.

If this opportunity interests you, you might like these courses on Coursera:

• Service Desk Analyst: Jobs, Courses, Salaries, and Career Paths

• Google IT Support Professional Certificate

• Bachelor of Information Technology from Illinois State

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