Senior IT Support Engineer

Job Description

The Role: Sr. IT Support Engineer

As a key member of the Global IT Operations team, you will be responsible for providing IT engineering support to our customers: Chegg’s employees, contractors, and interns across the globe. An exceptional focus on the customer experience is critical to the success of this role.

As a senior technician, you will solve complex issues, perform light SaaS administrator work, and collaborate on global projects.

Responsibilities

• Provide IT support to global customers
• Image computers and perform asset management
• Help deploy and configure desktop setups
• Troubleshoot hardware, software, and operating system issues (macOS and Windows)
• Apply knowledge of information systems products and services to timely solve problems
• Leverage the centralized helpdesk ticketing system to ensure SLAs are met
• Provide assistance with IT projects and implementations, as needed
• Collaborate with different business groups for cross-department projects
• Configure and troubleshoot conference room and A/V equipment
• Provide support for in-office and remote meetings/events
• Act as an escalation point and mentor for tier 1 technicians
• Perform SaaS systems administration (Slack, Zoom, Atlassian, etc.)
  
  

Qualifications

• Minimum 4 year’s experience in IT support
• Exceptional customer service skills is a must
• An ability to:
• Systematically troubleshoot complex issues
• Provide repeatable solutions in a timely manner
• Work independently, yet know when to ask for guidance or support
• Multitask and prioritize tasks
• Lift up to 40 lbs.
• Knowledge of and experience with:
• macOS and Windows environments
• Microsoft Office 365 productivity suite
• Centralized ticketing system
• Cloud applications support (O365, G Suite, Atlassian, Okta, etc.)
• Windows AD and related technologies (DNS, DFS, file sharing, centralized printing, etc.)
• Basic networking concepts and technologies (TCP/IP, DHCP, VLAN, VPN, etc.)
• IT security best practices
• Availability to work weekend shifts, as needed
  
  

Why do we exist?

Students are working harder than ever before to stabilize their future. Our recent research study called State of the Student shows that nearly 3 out of 4 students are working to support themselves through college and 1 in 3 students feel pressure to spend more than they can afford. We founded our business on provided affordable textbook rental options to address these issues. Since then, we’ve expanded our offerings to supplement many facets of higher educational learning through Chegg Study, Chegg Math, Chegg Writing, Chegg Internships, Thinkful Online Learning, and more to support students beyond their college experience. These offerings lower financial concerns for students by modernizing their learning experience. We exist so students everywhere have a smarter, faster, more affordable way to student.

Video Shorts

Life at Chegg: http://youtu.be/Fwf90zgaOLA

Chegg Corporate Career Page: https://jobs.chegg.com/

Chegg India: http://www.cheggindia.com/

Chegg Israel: http://www.chegg.com/about/working-at-chegg/israel/

Thinkful (a Chegg Online Learning Service): https://www.thinkful.com/about/#careers

Chegg out our culture and benefits!

http://www.chegg.com/about/working-at-chegg/benefits/

Chegg is an equal opportunity employer