Sr IT Support Technician

Senior IT Support Technician

Bangalore, India or Chennai, India

The Opportunity:
Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals. 

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.

For more information about Anthology and our career opportunities, please visit www.anthology.com.
 

Anthology’s Corporate IT organization manages the enterprise technology that supports our employees across the globe.  They are focused on enterprise applications development and support, enterprise architecture, operations, infrastructure, and support.  This team works with stakeholders from Finance, Sales, HR, Marketing, and other internal business groups to drive initiatives and ensure needs are met. As Senior IT Support Technician, you will be a self-starter capable of working independently with minimal supervision, but with very strong collaboration and communication skills to work as a member of IT Service Operations team. You’ll use your strong technical skills and customer service experience to be successful in this role. 
 

 
Primary responsibilities will include:  

• Being a primary point of support for both users in an Anthology office and located remotely 
• Educating and supporting our Windows & Mac OS X users located locally, around the country, and globally 
• Responding to all assigned service desk incidents and change requests in person, phone, email, or IM within established SLAs and managing your queue to resolve or close those items in timely manner 
• Diagnosing and resolving hardware and software issues 
• Identifying and escalating incidents requiring urgent attention  
• Creating, deleting, and maintaining user system accounts and passwords in Active Directory, corporate email system, phone system, and related applications and services 
• Configuring and provisioning end-user hardware while maintaining accurate records on inventory in support of the Asset lifecycle for computers, accessories, and telephony 
• Adhering to our ITIL based processes, log all service desk incidents and requests 

The Candidate:  

Required skills/qualifications: 

• Customer-focused service orientation, positive attitude, and attention to detail 
• 2-4 years of experience supporting users in a help desk, customer service environment 
• Good knowledge of multiplatform environment - desktop operating systems (Mac OS X 10.11 or higher and Windows 7/10) 
• Excellent oral and written communication skills 
• Excellent decision-making and problem solving with proven ability to work in a diverse organization 
• Ability to analyze and document system processes 
• Ability to troubleshoot a broad range of issues common on personal computers 
• Reliable and dependable work habits 
• Computer hardware experience - setup, maintenance, upgrade, troubleshooting (Lenovo/Dell/Apple computers and iOS devices preferred) 
• Experience with MS Exchange online, Active Directory
• Understanding of TCP/IP based network structure, SCCM  

Preferred skills/qualifications:  

• Bachelor’s Degree and/or equivalent work experience 
• ITIL v3/v4 Foundations; A+; Net+; Apple Certified Associate and/or Microsoft Certified Professional 

  
The Office:

We have an office in the Silicon Valley of India: Bangalore.

·          Located adjacent to Bangalore’s new metro system

·          Brand new office space boasts an open, modern vibe

·          Office space provides collaboration area for casual gatherings as well as office cabins for privacy when needed

·          Office has a tuck shop for quick snacks, free coffee, and vending machines

·          Habba committee and monthly employee engagement activities provide opportunities for fun and celebration at work

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time. 

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.