IT Support Analyst

  • United Kingdom
  • IT
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About Coursera

Coursera was founded in 2012 by Stanford professors Andrew Ng and Daphne Koller to make world-class learning accessible to everyone, everywhere. Today, over 190 million learners and 375+ university and industry partners use our platform to gain skills in fields like AI, data science, technology, and business. As a Delaware public benefit corporation and Certified B Corp, we’re driven by the belief that learning can transform lives through learning.

Why Join Us

At Coursera, we’re looking for inventors, innovators, and lifelong learners ready to shape the future of education. You’ll help build global programs and tools that power online learning for millions turning bold ideas into real impact. People who thrive here are customer-first builders who move fast, simplify ruthlessly, and iterate relentlessly on the metrics that matter. 

We’re a globally distributed team and let you choose the best way you work, whether it's from home, a Coursera hub, or a co-working space near you. Our virtual hiring and onboarding make it easy to join us and start making an impact from anywhere. If you’re ready to make a global impact, scale unique products exclusive to Coursera, and expand your career horizons, apply below.

Coursera’s IT Department supports internal operations by managing corporate tools and technologies that enable efficient and effective work across the company. The IT Support Analyst will be a key front-line role, responsible for providing internal technical support, including troubleshooting, SaaS administration, hardware deployment, asset management, onboarding/offboarding, and A/V support for meetings and events.

This position requires adaptability, urgency, and attention to detail. It offers broad exposure to IT functions and is ideal for candidates looking to develop their technical skills and explore various IT career paths. As part of a small and dynamic team, the role provides hands-on experience and growth opportunities in areas ranging from basic support to server and application management.

Responsibilities:

  • Responsible for Global IT Support for 1500+ systems (95% Mac and 5% Windows & VDI), experience with end-user support by responding to client queries, solving technical problems including client software, hardware and network system problems. Support the business needs in the office as per the requirement.
  • Daily duties can include receiving, prioritizing, documenting, routing, scheduling, help with general IT support, technical troubleshooting, documentation, Audio/Video support, project management and resolving all internal IT support requests related to hardware and software to the role limits.
  • Conduct New Hire training, including orientation on company IT platforms and tool familiarity, troubleshooting, and configuration assistance.
  • Provide technical assistance/training  to the team members and act as a liaison with the Systems and Network Administration team(s).
  • Manage hardware in relation to the hardware asset lifecycle and provide support in SaaS asset management such as auditing, access retrieval, etc.
  • Create and maintain knowledge content to promote self-service support and provide feedback and recommendations to improve processes, productivity, and quality of service.

Basic Qualifications:

  • 1+ year of IT or Desktop Support / System Administration with a demonstrated history of providing exceptional customer service.
  • Experience with configuring & troubleshooting Mac OS is a must.
  • Experience with configuring & troubleshooting Windows 10 and higher will be an advantage.
  • Experience with various IT tools and SaaS applications: Google Suite, JAMF, Zoom, ServiceNow, Virus Scan, Microsoft Office, Slack, Okta etc.
  • Demonstrated ability to communicate ideas to technical and non-technical audiences in both written and verbal formats.
  • Inquisitive attitude and a desire to learn new things.

Preferred Qualifications:

  • Experience with intermediate systems/network troubleshooting skills,MAC  administration, Workspace One, InTune, IT Service management tool like ServiceNow along with SSO technology is a must.
  • Demonstrating training skills for non-technical users.
  • Certifications in CompTIA A+, CompTIA Security+, CompTIA Network+ will be an additional advantage.

If this opportunity interests you, you might like these courses on Coursera:

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Coursera is an Equal Opportunity Employer committed to building a welcoming and inclusive workplace. We consider all qualified applicants without regard to legally protected characteristics and provide reasonable accommodations upon request at accommodations@coursera.org. Learn more in our CCPA Applicant Notice and GDPR Recruitment Notice.

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