IT Support Engineer – Mac OS Expert, Global IT Ops

Coursera Sourcing

United States

On-site

USD 90,000 - 130,000

Full time

14 days+

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Job summary

Coursera is hiring an IT Support Specialist to provide frontline internal technical support across 2,500+ systems, focusing on Mac OS and Windows environments. You will install, troubleshoot, and manage SaaS tools, AV setups, and onboarding/offboarding processes, while delivering excellent customer service.

The role offers hands-on opportunities across basic support to server and application management within a small, dynamic team in San Francisco.

Qualifications

4+ years of IT or Desktop Support / System Administration with a track record of exceptional customer service.
Extensive experience configuring and troubleshooting Mac OS.
Extensive experience troubleshooting Windows 10+
Experience with IT tools and SaaS apps: Google Suite, JAMF, Zoom, ServiceNow, Virus Scan, Microsoft Office, Slack, Okta.
Experience with AV systems and support for office events.
Strong communication skills for technical and non-technical audiences.
Curious mindset and eagerness to learn new things.

Responsibilities

Provide global IT support for 2500+ systems with Mac-dominant environment and Windows/VDI as needed.
Troubleshoot client software/hardware/network issues and support hardware deployment and asset management.
Conduct New Hire IT onboarding and orientation; assist with tool configuration.
Handle escalations and collaborate with Systems/Network teams.
Manage hardware lifecycle and SaaS asset management, including auditing and access control.
Create knowledge content to promote self-service and improve processes.