Mac IT Support Engineer for Global Ops

Coursera Inc.; United States; On-site; USD 85,000 - 110,000; Full time

Job summary

Coursera’s IT Department supports internal operations by managing corporate tools and technologies that enable efficient and effective work across the company. The IT Support Specialist will be a key front-line role, responsible for providing internal technical support, including troubleshooting, SaaS administration, hardware deployment, asset management, onboarding/offboarding, and A/V support for meetings and events.

This position requires adaptability, urgency, and attention to detail.

Qualifications

• 4+ years IT/Desktop Support or System Administration with strong customer service.
• Extensive Mac OS configuration and troubleshooting expertise.
• Windows 10+ configuration and troubleshooting is a plus.
• Experience with Google Suite, JAMF, Zoom, ServiceNow, Virus Scan, MS Office, Slack, Okta.
• Experience with AV systems and supporting office events.
• Strong written and verbal communication skills for diverse audiences.
• Curious mindset and eagerness to learn new things.
• Certifications like CompTIA A+, Security+, Network+ are a plus.

Responsibilities

• Provide global IT support for 2500+ systems (mac dominant).
• Respond to client queries and troubleshoot hardware, software, and networks.
• Assist with general IT support, onboarding/offboarding, and documentation.
• Troubleshoot and support audio/video systems and conference rooms.
• Escalate and train team members; liaise with Systems/Network Admin teams.
• Manage hardware asset lifecycle and SaaS asset management activities.
• Create knowledge content to promote self-service support and process improvements.

Skills

Mac OS troubleshooting

Windows troubleshooting

Customer service

Communication

Learning mindset

Team collaboration

Tools

Google Suite

JAMF

Zoom

ServiceNow

Virus Scan

Microsoft Office

Slack

Okta

Job description

Coursera’s IT Department supports internal operations by managing corporate tools and technologies that enable efficient and effective work across the company. The IT Support Specialist will be a key front-line role, responsible for providing internal technical support, including troubleshooting, SaaS administration, hardware deployment, asset management, onboarding/offboarding, and A/V support for meetings and events.

This position requires adaptability, urgency, and attention to detail.