Senior IT Support Engineer

The Role: Sr. IT Support Engineer  

As a key member of the Global IT Operations team, you will be responsible for providing IT engineering support to our customers: Chegg’s employees, contractors, and interns across the globe. An exceptional focus on the customer experience is critical to the success of this role. 

As a senior technician, you will solve complex issues, perform light SaaS administrator work, and collaborate on global projects.  

Responsibilities 

• Provide IT support to global customers 

• Image computers and perform asset management 

• Help deploy and configure desktop setups 

• Troubleshoot hardware, software, and operating system issues (macOS and Windows) 

• Apply knowledge of information systems products and services to timely solve problems 

• Leverage the centralized helpdesk ticketing system to ensure SLAs are met 

• Provide assistance with IT projects and implementations, as needed 

• Collaborate with different business groups for cross-department projects 

• Configure and troubleshoot conference room and A/V equipment 

• Provide support for in-office and remote meetings/events 

• Act as an escalation point and mentor for tier 1 technicians 

• Perform SaaS systems administration (Slack, Zoom, Atlassian, etc.) 

Qualifications 

• Minimum 4 year’s experience in IT support 

• Exceptional customer service skills is a must 

• An ability to: 

• Systematically troubleshoot complex issues 

• Provide repeatable solutions in a timely manner 

• Work independently, yet know when to ask for guidance or support 

• Multitask and prioritize tasks 

• Lift up to 40 lbs. 

• Knowledge of and experience with: 

• macOS and Windows environments 

• Microsoft Office 365 productivity suite 

• Centralized ticketing system 

• Cloud applications support (O365, G Suite, Atlassian, Okta, etc.) 

• Windows AD and related technologies (DNS, DFS, file sharing, centralized printing, etc.) 

• Basic networking concepts and technologies (TCP/IP, DHCP, VLAN, VPN, etc.) 

• IT security best practices 

• Availability to work weekend shifts, as needed