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Support Technician - IT

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

India

Offer summary

Qualifications:

Proven experience on ticket management, PC imaging, configuration and troubleshooting expertise, Experience with cloud technologies, Working knowledge of Audio Visual tools, Familiarity with IT-supported devices.

Key responsabilities:

Provide technical expertise and guidance for users
Resolve Tier 2 requests and incidents
Deliver excellent customer service and support
Improve processes through automation
Lead the Technical Services Team

Ellucian https://www.linkedin.com/

1001 - 5000 Employees

See more Ellucian offers

Job description

Unlock Learning For All

Here at Ellucian, we are motivated by a mission - power education so institutions can empower student success. We are the global market leader in EdTech for higher education, serving more than 2,900 customers and reaching over 22 million students in 50 countries. We are dedicated to helping higher education unlock learning for all by providing solutions that support the entire student lifecycle and deliver insights needed now and into the future.

We embrace the power to lead, the courage to innovate, and the determination to grow. At our core, we believe in humanizing our approach, recognizing that our people are our greatest strength. With a shared vision of transformation, we endeavor to shape a brighter future for higher education.

About The Opportunity

As a Support Technician you will provide technical expertise and guidance around IT division to provide the users the troubleshooting, support & solving the technical issues.

Where you will make an impact

Professional presence and excellent communication skills Proven experience working with executives (supporting meetings/technical needs)
Responsible for learning and working independently.
Responsible for providing excellent support and timely service.
Being a team leader in support of Ellucian customers and call resolution.
Providing IT support across the Ellucian organization. Taking on and resolving "Tier 2" requests and Incidents.
Providing excellent customer service.
Process improvement through automation and the use of technology.
Being a leader on the Technical Services Team.
Other duties as assigned

What You Will Bring

Proven experience on ticket management (updates/SLA's/closure) PC imaging, configuration, troubleshooting, and support (Windows 8, 8.1, 10, OSX).
Support of Outlook, MS Office 365, PC Encryption software, Printers, PCs, Mac, Mobile Devices and other IT-supported devices, repair, and maintenance, and all Ellucian specific applications.
Experience with cloud technologies (Box, Zoom, and Office365) Remote user support including - VPN installation and configuration Testing new releases of software, Operating Systems, hardware, and peripherals.
Knowledge of PC support tools (i.e., BigFix, OSD, TeamViewer, and TEM).
Take on and resolve complex calls or tasks the other technicians could not resolve.
Working knowledge Audio Visual and Video teleconferencing

What makes #Ellucianlife

22 days annual leave plus 11 public holidays
Competitive gratuity policy
Group insurance and Annual health checkup plan with a variety of family and wellness benefits.
Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests
5 charitable days to support the community that supports us
Wellness
Headspace (mental health)
Wellbeats (virtual fitness classes)
RethinkCare - caregiver support
Diversity and inclusion programs that promote employee resource groups such as: Buzzinga and Lean In Team to name a few.
Parental leave
Employee referral bonuses to encourage the addition of great new people to the team
We Foster a learning culture with: