Anthology, Inc. Looking for Sr IT Support Technician at Bengaluru, Karnataka

Anthology, Inc.; Bengaluru; On-site; INR 6,00,000 - 8,00,000; Full time

Job summary

A leading EdTech company in Bangalore is seeking a Senior IT Support Technician to provide technical support for users both locally and remotely. You will utilize your exceptional technical skills and customer service experience to effectively resolve hardware and software issues. An ideal candidate has 2-4 years in technical support and is adept in a multi-platform environment. The role offers a collaborative working environment with a focus on diversity and inclusion.

Benefits

Free coffee

Employee engagement activities

Modern office space

Qualifications

• 2-4 years of experience supporting users in a help desk, customer service environment.
• Ability to troubleshoot a broad range of issues common on personal computers.
• Reliable and dependable work habits.

Responsibilities

• Support users in both local and remote locations.
• Diagnose and resolve hardware and software issues.
• Create and maintain user accounts in Active Directory.

Skills

Customer-focused service orientation

Attention to detail

Good knowledge of desktop operating systems

Excellent oral and written communication skills

Problem solving

Education

Bachelor's Degree and/or equivalent work experience

Tools

MS Exchange online

Active Directory

TCP/IP based network structure

Job description

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.