Mac‑Focused IT Support Engineer — Global Ops & Onboarding

Coursera; United States; On-site; USD 98,000 - 123,000; Full time

Benefits offered by this job

Health benefits

RSU equity

Global perks

Bonus program

Job summary

Coursera is seeking an IT Support Specialist to join its IT Department in San Francisco, CA. You will provide front-line internal tech support, manage SaaS administration, hardware deployment, asset management, onboarding/offboarding, and A/V support for meetings and events.

The role offers exposure to diverse IT functions, opportunities to grow, and a path from basic support to server and application management within a small, dynamic team.

Qualifications

• 4+ years of IT or Desktop Support / System Administration with a demonstrated history of providing exceptional customer service.
• Extensive experience with configuring & troubleshooting Mac OS is a must.
• Extensive 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.
• Experience with managing AV systems and technical support for office events.
• 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.

Responsibilities

• Responsible for Global IT Support for 2500+ 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 systems and support including video conference rooms, 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.
• Handle technical escalations and 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.

Skills

Mac OS troubleshooting

Windows 10+ troubleshooting

SaaS administration

AV systems support

Customer service

IT tools: Google Suite

JAMF

Zoom

ServiceNow

Okta

Slack

Tools

Google Suite

JAMF

Zoom

ServiceNow

Microsoft Office

Slack

Okta

Workspace ONE

SSO

AV technology

Job description

Coursera is seeking an IT Support Specialist to join its IT Department in San Francisco, CA. You will provide front-line internal tech support, manage SaaS administration, hardware deployment, asset management, onboarding/offboarding, and A/V support for meetings and events.

The role offers exposure to diverse IT functions, opportunities to grow, and a path from basic support to server and application management within a small, dynamic team.