Bangalore, Karnataka, India
Information Technology
Full-Time
Chegg
Overview
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.About Us
What is Chegg?
An ‘always on’ digital learning platform.
Chegg puts students first…Everything we build in this company is student-focused, making us the leading student-first connected learning platform. Chegg strives to improve the overall return on investment in education by helping students learn more in less time and at a lower cost. This is achieved by providing students a multitude of educational tools from affordable textbook rentals to Chegg Study which supplements their learning through 24/7 tutor access, step-by-step help with questions, and more.
Chegg is a publicly-held company based in Santa Clara, California and trades on the NYSE under the symbol CHGG.
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