IT Support Specialist I

Coursera's IT Department seeks a motivated IT Support Specialist I to join our team in Gurugram. This role is pivotal in supporting our growing staff and ensuring an optimal technical working environment for our employees. As a front-facing internal support position, you will manage a variety of IT requests including break/fix issues, SaaS administration, asset management, hardware deployment, user onboarding/offboarding, and A/V support for meetings and events. You will also participate in IT projects, gaining valuable experience across diverse IT functions.

This opportunity allows you to enhance your IT skills by providing first-line support for IT service requirements. You will gain exposure to fundamental computer operations, server administration, application support, and other technology areas, helping you align your career aspirations with your IT path.

Responsibilities:

• Provide global IT support for over 1500 systems, primarily macOS (95%) and Windows VDI (5%).
• Respond to client queries, troubleshoot technical problems related to software, hardware, and network systems, and support business needs within the office.
• Handle daily IT support tasks, including receiving, prioritizing, documenting, and resolving IT requests related to hardware and software within defined limits.
• Conduct new hire training on IT platforms, tools, troubleshooting, and configuration assistance.
• Offer technical assistance and training to team members and act as a liaison with Systems and Network Administration teams.
• Manage the hardware asset lifecycle and support SaaS asset management, including auditing and access retrieval.
• Create and maintain knowledge base content to foster self-service support and provide feedback for process improvements.
• Support operations during Indian holidays, covering UK business hours.

Basic Qualifications:

• A minimum of 2 years of experience in IT or Desktop Support/System Administration with a strong history of exceptional customer service.
• Extensive experience configuring and troubleshooting macOS is mandatory.
• Experience configuring and troubleshooting Windows 10 and higher is advantageous.
• Proficiency with various IT tools and SaaS applications such as Google Suite, JAMF, Zoom, ServiceNow, Virus Scan, Microsoft Office, Slack, and Okta.
• Demonstrated ability to communicate technical concepts clearly to both technical and non-technical audiences, verbally and in writing.
• A curious mindset and a strong desire to continuously learn.

Preferred Qualifications:

• Intermediate systems/network troubleshooting skills, macOS administration, Workspace One, and experience with IT Service Management tools like ServiceNow, including SSO technology, are essential.
• Proven ability to train non-technical users.
• Relevant certifications such as CompTIA A+, CompTIA Security+, or CompTIA Network+ are considered an additional advantage.