IT Support Technician (3rd Shift hours)

Job Description

At Instructure, we are dedicated to empowering EdTech providers and educational organisations to unlock their full potential through innovative technology solutions. Our mission is to provide intuitive products and services that simplify learning and personal development, foster meaningful relationships, and inspire progress in education and careers. We believe in giving smart, creative, and passionate individuals the opportunity to make a significant impact in the world of EdTech. We are expanding in the Philippines and seeking a customer-focused IT Helpdesk Technician to support our global operations. As the first point of contact for IT issues, you'll provide prompt, effective solutions to keep our team productive.

About the Role

• Provide First-Level Technical Support: Respond to and resolve IT support requests via phone, email, ticketing system, and in person.
• Troubleshoot Hardware and Software Issues: Diagnose and resolve issues related to desktops, laptops, printers, peripherals, operating systems (Windows, macOS), and common software applications.
• User Account Management: Create, modify, and disable user accounts in Active Directory and other relevant systems.
• Network Support: Assist with basic network troubleshooting, including connectivity issues and VPN support.
• Software Installation and Configuration: Install, configure, and update software applications as needed.
• Hardware Maintenance: Perform basic hardware maintenance and repairs, and coordinate with vendors for more complex issues.
• Documentation: Maintain accurate records of support requests, resolutions, and IT inventory. Create and update knowledge base articles and user guides.
• Escalation: Escalate complex issues to higher-level support teams as necessary.
• Customer Service: Provide excellent customer service and maintain a professional and positive attitude.
• Remote Support: Provide remote support to users in various locations.
• Adhere to IT Policies: Follow company IT policies and procedures to ensure security and compliance.
• Onboarding/Offboarding: Assist with the IT aspects of employee onboarding and offboarding.

About You

• Minimum of 1-3 years of experience in an IT helpdesk or technical support role.
• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional).
• Experience with cloud-based applications (e.g., Google Workspace, Microsoft 365).
• Experience with video conferencing systems (e.g., Zoom, Microsoft Teams).
• Experience with MDM solutions.
• Strong understanding of Windows and macOS operating systems.
• Proficiency in troubleshooting hardware and software issues.
• Experience with Active Directory and user account management.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Experience with ticketing systems (e.g., Jira Service Management, ServiceNow).
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Customer-focused with a strong commitment to providing excellent service.
• Ability to prioritize and manage multiple tasks effectively.
• Fluent in English, both written and verbal.
• Willingness to learn and adapt to new technologies.

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