IT Support EngineerTurnitin

Company Description
Turnitin is a global SaaS company dedicated to ensuring the integrity of education and research and supporting the development of original thinking skills. As the academic and research landscape evolves, Turnitin stays ahead of trends through advancements in technology and deep partnerships with education leaders, institutions, and practitioners. Turnitin's content databases - built over 20 years - provide an unparalleled repository of 1+ billion student papers, best-in-class scholarly content from top publishers in every major discipline and in dozens of languages, and 70+ billion current and archived web pages. We promote honesty, consistency, and fairness across all assignment types and subject areas so that educators can help students do their best, original work.
The IT Department is responsible for supporting and maintaining the company's IT systems and for providing efficient desktop support to all business users. The department is also responsible for resolving any IT-related faults quickly and efficiently, including a broad range of queries from how to set up an email account to system diagnostics, plus enhancing and developing the IT provision extended within the business.
Turnitin is looking for an experienced IT Support Engineer who will be based in our Manila office and work within our corporate IT group. Reporting to the UK IT Manager, this position works closely with the Global IT and Operation teams in the US and the UK, to ensure all internal Turnitin employee needs are processed accurately and efficiently. We are looking for a customer service oriented team player with a strong work ethic who can hit the ground running with minimal supervision.
Job Description
The post holder will provide effective IT Support on site in the Manila office and remotely across the APAC region.
The post holder is responsible for supporting and maintaining the Microsoft Server and Desktop operating systems, and Google Mail environment plus general maintenance of all IT-related hardware/software. The position provides exposure to a broad range of IT-related projects and activities.
Responsibilities:
Perform preventive and on-demand maintenance on a variety of client Mac and Window systems.
Troubleshoot and maintain Zoom video
Be responsible for ensuring customers' computer issues are resolved in a timely manner, and escalate to IT Manager where necessary
Undertake small to medium-sized IT projects as instructed by the IT Manager
Support end users via remote assistance, telephone, chat and email
Provide resolution to technical or application issues reported by customers or management.
Respond to customer issues with status and resolution. Document and maintain support records of customer interaction for the knowledge base in ticketing system.
Track issues and act as liaison between IT Department, operations team and related departments in order to resolve issues.
On-boarding of new employees and workstation configuration.
Off-boarding of employees and workstation / stock management .
Install authorised software to laptops and desktops
Ensuring security and upgrades are applied and kept up to date on desktops and laptops
Antivirus installation to all desktops and laptops
Fault-finding to laptops and desktops
Completing internal user moves including phones
Ensure all logs for equipment and users are maintained
Creating purchase requisitions for IT hardware/software
Requirements:
1-3+ years of Mac OS X desktop experience supporting end users and desktop applications
1-3 years of experience with Windows 7 & 10 and with imaging tools
1-3 years of experience with productivity and collaboration tools, G-Suite, MS Office and video conferencing
1-2 years of experience with mobile iOS and Android devices
Strong knowledge of Apple Mac software and hardware
Experienced in managing system accounts in Active Directory
Ability to work independently, autonomously and handle multiple issues simultaneously
Strong technical aptitude and troubleshooting skills
Strong ability to communicate effectively in writing and verbally, including previous work with a geographically distributed team
Must have organizational, planning and problem-solving skills.
Possesses excellent attention to detail
Possesses strong interpersonal skills and excellent customer service to all levels of internal customers
Proficiency in English in order to support staff across multiple regions
Desirables:
Experience of JAMF Suite for OS X and MDM Solutions.
Cross-timezone collaboration experience
Prior experience of being remotely managed
Prior experience of VoIP solutions
Prior experience of Network Topology / Network Communications
Prior experience of Slack
Prior experience of Netsuite
Additional Information
Benefits
Pension and life assurance schemes
A great working environment with an exciting team in an expanding company
Gym membership contribution and private healthcare
Company Mobile Phone
Business Travel Insurance
Life Assurance
Travel or parking allowance
Turnitin