The primary focus of this role is to provide high-quality Level 1 and Level 2 technical support to Turnitin employees, ensuring timely resolution of incidents and service requests across the corporate IT environment. The IT Service Desk Engineer is responsible for delivering an excellent employee experience, troubleshooting hardware and software issues, maintaining accurate documentation, and identifying opportunities to improve and automate the services provided by the IT Service Desk.
Working as part of a global IT Service Desk team and reporting to the IT Service Desk Manager, the role will provide hands-on technical support across Turnitin's end-user technology environment, while collaborating with Corporate IT Engineering, Security, IT Operations and other teams to resolve complex issues and continuously improve IT services.
Key Responsibilities and Outputs:
- Provide Level 1 and Level 2 technical support to Turnitin employees across the corporate IT environment.
- Respond to incidents, service requests and user enquiries through approved IT Service Desk channels, ensuring tickets are managed and resolved within agreed service levels.
- Troubleshoot and resolve hardware, software, operating system, network, application and access-related issues.
- Provide support for company-managed Mac and Windows devices, including device configuration, software installation, troubleshooting and general end-user support.
- Support user access, account and application-related requests in accordance with established security and access management procedures.
- Provide a high standard of customer service, ensuring users receive clear, professional and timely communication throughout the support process.
- Take ownership of tickets through to resolution wherever possible, keeping users informed and escalating appropriately when additional technical expertise is required.
- Identify recurring incidents, trends and opportunities for improvement and proactively raise these with the IT Service Desk Manager.
- Work closely with Corporate IT Engineering and other technical teams on escalated incidents, providing clear technical information and supporting effective handover and resolution.
- Contribute to the development and maintenance of the IT Service Desk knowledge base, ensuring solutions and procedures are accurately documented and easy for other engineers to follow.
- Identify repetitive and manual tasks that could be standardised, automated or moved to self-service, contributing to the team's continual service improvement objectives.
- Follow established ITSM processes, security policies, operating procedures and service standards.
- Assist with the deployment, configuration and support of corporate IT hardware and software.
- Support employee onboarding, offboarding and role changes, including device provisioning, application access and account-related activities.
- Support the investigation and resolution of security-related IT incidents in collaboration with the Security and Corporate IT teams.
- Participate in major incident and high-priority incident response activities when required.
- Provide support for sensitive or high-profile user issues, including delivering a professional "White Glove" support experience where appropriate.
- Maintain accurate and complete ticket information to support reporting, trend analysis, knowledge management and service improvement.
- Contribute to IT projects and initiatives that impact the end-user environment when required.
- Participate in scheduled Service Desk shifts to provide appropriate global coverage, including out-of-hours support where required by the Service Desk operating model.
- Maintain awareness of Turnitin's business strategy and ensure that support activities contribute to a positive employee experience.
- Actively pursue personal and technical development, expanding knowledge of relevant technologies, ITSM practices and Turnitin's corporate IT environment.
Essential
- Demonstrated experience working in an IT Service Desk, Technical Support or IT Support environment.
- Experience providing Level 1 and/or Level 2 technical support.
- Strong troubleshooting and problem-solving skills across hardware, software and operating systems.
- Strong working knowledge of macOS and Windows environments.
- Experience supporting SaaS applications, web-based technologies and corporate IT systems.
- Understanding of identity, authentication, access management and common IT support processes.
- Experience using an ITSM or ticketing platform, preferably Zendesk or Jira Service Management.
- Understanding of IT Service Management principles and incident/request management.
- Ability to diagnose technical issues effectively and explain technical concepts clearly to non-technical users.
- Strong written and verbal communication skills.
- Strong organisational skills and the ability to manage multiple tickets and competing priorities.
- Demonstrated ability to work effectively as part of a distributed or global team.
- Strong customer service orientation with a focus on delivering a positive employee experience.
- Ability to work independently while knowing when to seek assistance or escalate an issue.
- Willingness to work within a scheduled shift pattern to support global Service Desk coverage.
Desirable
- ITIL Foundation or equivalent IT Service Management knowledge.
- Experience administering or supporting Google Workspace.
- Experience with identity and access management platforms such as Okta.
- Experience with device management platforms such as Jamf.
- Experience supporting Zoom, Slack and other collaboration technologies.
- Experience with Jira Service Management or similar ITSM platforms.
- Experience supporting Apple hardware in a corporate environment.
- Experience working within a SaaS or technology organisation.
- Experience contributing to automation, self-service or service improvement initiatives.
Personal Attributes
- Customer-focused, with a genuine commitment to providing an excellent employee experience.
- Curious and growth-oriented, with a willingness to continually develop technical knowledge and learn new technologies.
- Action-oriented and proactive, with the initiative to investigate issues, identify improvements and take ownership of problems.
- Strong problem solver, able to approach technical issues logically and methodically.
- Collaborative team player, able to work effectively with colleagues across the Service Desk, Engineering, Security and wider Corporate IT teams.
- Strong attention to detail, particularly when documenting incidents, following procedures and making changes to user environments.
- Calm and resilient under pressure, particularly when dealing with high-priority incidents or frustrated users.
- Clear and effective communicator, able to adapt communication style to technical and non-technical audiences.
- Accountable and dependable, taking ownership of assigned work and following issues through to resolution.
- Continuous improvement mindset, with an interest in finding better, simpler and more efficient ways of delivering IT support.
Total Rewards @ Turnitin
At Turnitin, we believe Total Rewards go far beyond pay. While salary, bonus, or commission are important, they’re only part of the value you receive in exchange for your work.
Beyond compensation, you’ll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. You’ll also thrive in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates.
In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life’s challenges. You’ll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best, all supported by a comprehensive package that prioritizes your overall well-being.
Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.
Our Values underpin everything we do.
- Customer Centric: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.
- Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe.
- Integrity: Integrity is the heartbeat of Turnitin—it is the core of our products, the way we treat each other, and how we work with our customers and vendors.
- Action & Ownership: We have a bias for action. We act like owners. We are willing to change even when it’s hard.
- One Team: We strive to break down silos, collaborate effectively, and celebrate each others' successes.
- Global Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.
Global Benefits
- Remote First Culture
- Health Care Coverage*
- Education Reimbursement*
- Competitive Paid Time Off
- Self-Care Days
- National Holidays*
- 2 Founder Days + Juneteenth Observed
- Paid Volunteer Time*
- Charitable contribution match*
- Monthly Wellness or Home Office Reimbursement/*
- Access to Modern Health (mental health platform)
- Parental Leave*
- Retirement Plan with match/contribution*
* varies by country
Seeing Beyond the Job Ad
At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and unleash your potential alongside us, join our team!
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