Bangalore, India or Chennai, India
The Opportunity:
Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.
We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.
For more information about Anthology and our career opportunities, please visit www.anthology.com.
Anthology’s Corporate IT organization manages the enterprise technology that supports our employees across the globe. They are focused on enterprise applications development and support, enterprise architecture, operations, infrastructure, and support. This team works with stakeholders from Finance, Sales, HR, Marketing, and other internal business groups to drive initiatives and ensure needs are met. As Senior IT Support Technician, you will be a self-starter capable of working independently with minimal supervision, but with very strong collaboration and communication skills to work as a member of IT Service Operations team. You’ll use your strong technical skills and customer service experience to be successful in this role.
Primary responsibilities will include:
Being a primary point of support for both users in an Anthology office and located remotely
Educating and supporting our Windows & Mac OS X users located locally, around the country, and globally
Responding to all assigned service desk incidents and change requests in person, phone, email, or IM within established SLAs and managing your queue to resolve or close those items in timely manner
Diagnosing and resolving hardware and software issues
Identifying and escalating incidents requiring urgent attention
Creating, deleting, and maintaining user system accounts and passwords in Active Directory, corporate email system, phone system, and related applications and services
Configuring and provisioning end-user hardware while maintaining accurate records on inventory in support of the Asset lifecycle for computers, accessories, and telephony
Adhering to our ITIL based processes, log all service desk incidents and requests
The Candidate:
Required skills/qualifications:
Customer-focused service orientation, positive attitude, and attention to detail
2-4 years of experience supporting users in a help desk, customer service environment
Good knowledge of multiplatform environment – desktop operating systems (Mac OS X 10.11 or higher and Windows 7/10)
Excellent oral and written communication skills
Excellent decision-making and problem solving with proven ability to work in a diverse organization
Ability to analyze and document system processes
Ability to troubleshoot a broad range of issues common on personal computers
Reliable and dependable work habits
Computer hardware experience – setup, maintenance, upgrade, troubleshooting (Lenovo/Dell/Apple computers and iOS devices preferred)
Experience with MS Exchange online, Active Directory
Understanding of TCP/IP based network structure, SCCM
Preferred skills/qualifications:
Bachelor’s Degree and/or equivalent work experience
ITIL v3/v4 Foundations; A+; Net+; Apple Certified Associate and/or Microsoft Certified Professional
The Office:
We have an office in the Silicon Valley of India: Bangalore.
This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities at any time.
Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.
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