Turnitin is revolutionising the experience of writing to learn. Turnitin’s formative feedback and originality checking services promote critical thinking, ensure academic integrity and help students improve their writing. Turnitin provides instructors with the tools to engage students in the writing process, provide personalised feedback, and assess student progress over time. Turnitin's applications are used by more than 33 million students at 15,000 institutions in 140 countries. Turnitin is headquartered in Oakland, California with international offices in the UK, the Netherlands, South Korea and Australia.

Turnitin is looking for an experienced IT Support Engineer who will be based in our Noida 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.

The Position

The post holder will provide effective IT Support on site in the Noida 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:

• 3+ years of Mac OS X desktop experience supporting end users and desktop applications
• 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
• Fluent in English

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, Network Topology / Network Communications
• Prior experience of Slack, Netsuite,