Support Udemy employees in resolving issues with their computers, and other IT / AV systems
Document operations, processes, and IT solutions
Be point of contact for the IT Help Desk. - This includes : ensuring that tickets are completed in a timely manner per the helpdesk policy, assist other members of the IT department in troubleshooting their tickets, ensuring that closed tickets have appropriate information attached, maintain and update Udemy’s asset management system, participate in on call rotation along with other IT staff weekly on-
boarding training with new employees
Supporting Udemy’s global team by providing on-site support for the Dublin office, and remote support for other Udemy offices such as the San Francisco and Ankara offices
Ability to lift 50lbs
Other responsibilities may be assigned as appropriate
1+ years of professional technical support experience in a OS X & Windows environment
Strong customer focus
Working knowledge of networking & Meraki
Ability to help Udemy employees solve hardware and software problems on Mac, PC and mobile devices
Experience with SaaS applications and integration into the enterprise environment : this includes Google AppsBox, Office 365SSO (Okta, OneLogin, Bitium, Ping, etc.)
Ability to support and assist employees using AV systems, both on-site and remote, including Chromebox, Lifesize, Google Hangouts, GoToMeeting, and hardware based codecs
Experience using and managing ticket-based enterprise workflow management systems
Process and systems oriented with an eye to detailA positive, service-oriented attitude
Excellent verbal and written communications skills
Deep understanding of enterprise class video conferencing
Cisco CCNA is a big plus
Project management experience would be a plus
Active Directory / Windows Server experience would be a plus
Enterprise wireless experience is strongly desired
Experience with MDM / EMM software is strongly desired (We use JAMF)
ABOUT UDEMY We believe anyone can build the life they imagine through online learning. Today, more than 40 million students around the world are advancing their careers and passions by exploring and mastering new skills on Udemy, and expert instructors are able to share their knowledge with the world.
Through our global marketplace and our solutions for businesses and governments, we connect people everywhere with the skills they need for success in work and life.
We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious belief in the power of learning and teaching to change lives.
Udemy’s culture encourages innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other every day.
Founded in 2010, Udemy is privately owned and headquartered in San Francisco’s SOMA neighborhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), and São Paulo (Brazil).
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