IT Support Engineer - Mac Specialist & AV

Coursera; Mountain View (CA); On-site; USD 98,000 - 123,000; Full time

Benefits offered by this job

Health benefits

Bonus

RSU equity

Global perks

Job summary

Coursera is seeking an IT Support Specialist to deliver frontline internal technical support across a global user base. You will troubleshoot hardware, software, and SaaS apps, deploy devices, manage onboarding/offboarding, and support audio/visual systems for meetings and events.

The role requires 4+ years in IT or desktop support with strong Mac OS and Windows experience, plus familiarity with Google Suite, Zoom, ServiceNow, and Okta.

Qualifications

• 4+ years in IT or Desktop Support / System Administration with a history of customer service.
• Extensive experience configuring and troubleshooting Mac OS.
• Extensive experience configuring and troubleshooting Windows 10 and higher.
• Experience with IT tools and SaaS apps: Google Suite, JAMF, Zoom, ServiceNow, Virus Scan, Microsoft Office, Slack, Okta, etc.
• Experience with managing AV systems and technical support for office events.
• Strong communication to both technical and non-technical audiences.

Responsibilities

• Global IT Support for 2500+ systems (95% Mac, 5% Windows & VDI); respond to client queries and resolve hardware, software, and network issues.
• Assist with general IT support, documentation, AV systems and video conferences, and project management.
• Conduct New Hire training on IT platforms, troubleshoot, and provide configuration assistance.
• Handle escalations and liaise with Systems and Network Administration teams.
• Manage hardware lifecycle and SaaS asset management tasks including audits and access retrieval.
• Create knowledge content to promote self-service support and feedback to improve processes.

Skills

IT support

Mac OS

Windows 10+

SaaS tools

AV systems

communication

Tools

Google Suite

JAMF

Zoom

ServiceNow

Okta

Job description

Coursera is seeking an IT Support Specialist to deliver frontline internal technical support across a global user base. You will troubleshoot hardware, software, and SaaS apps, deploy devices, manage onboarding/offboarding, and support audio/visual systems for meetings and events.

The role requires 4+ years in IT or desktop support with strong Mac OS and Windows experience, plus familiarity with Google Suite, Zoom, ServiceNow, and Okta.