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IT Support Technician

Community: Corporate
Location: Chennai, India
Date Posted: May 25, 2021
Remote:
Travel Requirements: None

Job Description

Description

The Opportunity:

We’re looking for an IT Support Technician to help us push the boundaries of what education can offer through the power of technology. Education is our passion, and our team members bring that to work each day as they aim to advance learning in every region of the world. Blackboard is the world's leading education technology company, providing dynamic products and services to the global education community. We’re focused on driving innovation in EdTech and working with our clients to create a smarter learning environment.

 

For more information about Blackboard Inc. and our career opportunities, please visit www.blackboard.com.

 

The Blackboard Information Technology department is focused on supporting Blackboard’s global workforce. As IT Support Technician, you will support our global workforce by providing level one technical support.

 

A successful candidate will be a dynamic self-starter capable of working independently with minimal supervision, with very strong collaboration and communication skills to work as a member of IT Service Operations team.  We value a customer service focus as much as strong technical skills.

 

Primary responsibilities will include:

  • Being the primary point of contact for IT support for Blackboard employees and contractors
  • Educating and supporting our Windows & Mac users located locally and globally 
  • Responding to all assigned service desk incidents and change requests in person, phone, email, or IM within established SLAs and managing your queue to resolve or close those items in timely manner
  • Diagnosing and resolving hardware and software issues
  • Identifying and escalating incidents requiring urgent attention 
  • Creating, deleting, and maintaining user system accounts and passwords in Active Directory, corporate email system, phone system, and related applications and services
  • Maintaining accurate records on inventory in support of the Asset lifecycle for computers, accessories, and telephony
  • Adhering to our ITIL based processes, log all service desk incidents and requests
  • Ability and willingness to work multiple shifts within a 24/5 support environment

 

The Candidate:

Required skills/qualifications:

  • Customer-focused service orientation, positive attitude and attention to detail
  • Bachelor’s Degree in Information Technology / Networking / Hardware 
  • An exemplary record on topics including (but not limited to) MS Exchange online, Active Directory, TCP/IP based network structure, or relevant certifications from external institutions
  • 6+ months of supporting users in a help desk, customer service environment
  • Good knowledge of multiplatform environment - desktop operating systems (MacOS 10.12 or higher and Windows 10) or networking domain
  • Excellent oral and written communication skills
  • Excellent problem solving with ability to work in a diverse organization
  • Ability to analyze and document system processes
  • Ability to troubleshoot a board range of issues common on personal computers
  • Reliable and dependable work habits
  • Computer hardware knowledge - setup, maintenance, upgrade, troubleshooting (Lenovo/Dell/Apple computers)

 

Preferred skills/qualifications:

  • ITIL v3/v4 Foundations; A+; Net+; Apple Certified Associate and/or Microsoft Certified Professional, CCNA 

 

To ensure the safety and wellbeing of our employees, Blackboard positions are currently remote (where possible).

 
 This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.  

 

Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, color, religion, sex, national original, age, religion, disability, marital status, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.

 

 

 

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