Associate IT Operations Support Technician

Job Description

Description

Associate IT Operations Support Technician
Chennai, India

The Opportunity:

We’re looking for an Associate IT Operations 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.

At Blackboard, we believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices, but who we are as a company.

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

As Associate IT Operations Support Technician, you will join our End User Services group and be a part of the team supporting Blackboard’s global workforce.

Specific responsibilities will include:

• Being the primary point of support for users in a Blackboard office
• Educating and supporting our Windows & Mac users located locally and globally
• Responding to all assigned service desk incidents and change requests in person or by phone, email, or IM within established SLAs and managing your queue to resolve or close those items in a 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
• Configuring and provisioning end-user hardware
• Maintaining accurate records on inventory in support of the Asset lifecycle for computers, accessories, and telephony
• Adhering to our ITIL-based processes, logging all service desk incidents and requests

The Candidate:
Required skills/qualifications:

• Self-starter capable of working independently with minimal supervision
• Strong collaboration skills
• Customer-focused service orientation, positive attitude, and attention to detail
• Bachelor’s degree in Information Technology/Networking/Hardware
• Exemplary record on topics including (but not limited to) MS Exchange online, Active Directory, TCP/IP-based network structure, System Center Configuration Manager (SCCM), or should possess relevant certifications from external institutions
• 0-2 years 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 skills and ability to work in a diverse organization
• Ability to analyze and document system processes
• Ability to troubleshoot a broad range of issues common on personal computers
• Reliable and dependable work habits
• Computer hardware knowledge- setup, maintenance, upgrade, troubleshooting (Lenovo/Dell/Apple computers and iOS devices preferred)

 Preferred skills/qualifications:

• ITILv3 Foundations; A+; Net+; Apple Certified Associate and/or Microsoft Certified Professional, CCNA

 The Office:

Blackboard has an office in one of the biggest cultural, economic, and educational centers in South India: Chennai.

• Located on OMR, the IT corridor of South Chennai
• Easy access to Velachery, Thiruvanmiyur Railway station and bus stop
• Very close to Tidel Park, Ascendas, and SRP Tools – Holiday Inn
• Office provides lunch Tuesday – Thursday and evening snacks Monday – Friday
• Office is situated behind Hotel Turyaa on the 5^th floor of Rayala Techno Park
• Fun Committee, Happy Fete Team, Food Committee, and Sports Committee ensures fun at work
• ISR Team actively engages employees in contributing to various local charities

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, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.


Req ID: 635