IT Support Engineer

As a key member of the Global IT Operations team, you'll be responsible for providing remote support for Chegg's employees worldwide. You should have at least 2 years of experience working in a high volume global service desk / call center environment, as well as a proven ability to provide exceptional customer service while quickly solving end-user requests.

Responsibilities

• Provide tier 1 help desk support to Chegg employees around the world via ticketing, chat, phone and in-person.

• Troubleshoot hardware, software and operating system issues including Windows and MacOS.

• Leverage FreshService ticketing system to ensure SLAs are being met.

• Configure and troubleshoot conference room and A/V equipment.

• Manage hardware and software, including purchasing, deployment and maintenance.

• Contribute to internal Service Desk documentation.

• Assist with IT projects and implementations, as needed.

Qualifications

• Minimum 2 years of experience in IT support.

• Excellent troubleshooting and customer service skills.

• Proven knowledge of Windows and MacOS operating systems is a must.

• Deep knowledge of the Microsoft Office 365 productivity suite.

• Knowledge of Windows Active Directory and related technologies (DNS, DFS, file sharing, centralized printing, etc.)

• Ability to work independently, but also know when to ask for help/guidance.

• Working knowledge of IT security best practices.

• Ability to lift up to 40 lbs.

• Exceptional written and verbal English skills.