IT Support Engineer

About Coursera
Coursera and Udemy are now one company, creating one of the world's most comprehensive skills development platforms for the AI era. This strengthens our ability to accelerate AI-powered innovation and shape how the world discovers and builds skills at a pivotal moment of change. Read more about the combined company by visiting our blog .
Coursera was launched in 2012 by Andrew Ng and Daphne Koller with a mission to provide universal access to worldclass learning. Coursera partners with leading university and industry partners to offer a broad catalog of content and credentials, including courses, Specializations, Professional Certificates, and degrees. Coursera's platform innovations - including AI-powered personalized guide and features, like Role Play and Course Builder, and role-based solutions like Skills Tracks - enable instructors, partners, and companies to deliver scalable, personalized, and verified learning. Institutions worldwide rely on Coursera to upskill and reskill their employees, students, and citizens in high-demand fields such as GenAI, data science, technology, and business, while learners globally turn to Coursera to master the skills they need to advance their careers. Coursera is a Delaware public benefit corporation and a B Corp. Coursera recently combined with Udemy to create one of the world's most comprehensive skills development platforms.
Why Join Us
At Coursera, we're looking for inventors, innovators, and lifelong learners ready to shape the future of education. You'll help build global programs and tools that power online learning for millions turning bold ideas into real impact. People who thrive here are customer-first builders who move fast, simplify ruthlessly, and iterate relentlessly on the metrics that matter.
We're a globally distributed team that comes together intentionally for collaboration, complex problem-solving, and key milestones - creating opportunities for teams to do their best work together. Our virtual hiring and onboarding experience makes it easy to join us and start making an impact from anywhere. If you're ready to make a global impact, help scale unique products across Coursera + Udemy, and grow your career, apply below.
Job Overview:
Coursera's IT Department supports internal operations by managing corporate tools and technologies that enable efficient and effective work across the company. The IT Support Specialist will be a key front-line role, responsible for providing internal technical support, including troubleshooting, SaaS administration, hardware deployment, asset management, onboarding/offboarding, and A/V support for meetings and events.
This position requires adaptability, urgency, and attention to detail. It offers broad exposure to IT functions and is ideal for candidates looking to develop their technical skills and explore various IT career paths. As part of a small and dynamic team, the role provides hands-on experience and growth opportunities in areas ranging from basic support to server and application management.
Responsibilities:

• Responsible for Global IT Support for 2500+ systems (95% Mac and 5% Windows & VDI), experience with end-user support by responding to client queries, solving technical problems including client software, hardware and network system problems. Support the business needs in the office as per the requirement.
• Daily duties can include receiving, prioritizing, documenting, routing, scheduling, help with general IT support, technical troubleshooting, documentation, Audio/Video systems and support including video conference rooms, project management and resolving all internal IT support requests related to hardware and software to the role limits.
• Conduct New Hire training, including orientation on company IT platforms and tool familiarity, troubleshooting, and configuration assistance.
• Handle technical escalations and provide technical assistance/training to the team members and act as a liaison with the Systems and Network Administration team(s).
• Manage hardware in relation to the hardware asset lifecycle and provide support in SaaS asset management such as auditing, access retrieval, etc.
• Create and maintain knowledge content to promote self-service support and provide feedback and recommendations to improve processes, productivity, and quality of service.

Basic Qualifications:

• 4+ years of IT or Desktop Support / System Administration with a demonstrated history of providing exceptional customer service.
• Extensive experience with configuring & troubleshooting Mac OS is a must.
• Extensive experience with configuring & troubleshooting Windows 10 and higher will be an advantage.
• Experience with various IT tools and SaaS applications: Google Suite, JAMF, Zoom, ServiceNow, Virus Scan, Microsoft Office, Slack, Okta etc.
• Experience with managing AV systems and technical support for office events.
• Demonstrated ability to communicate ideas to technical and non-technical audiences in both written and verbal formats.
• Inquisitive attitude and a desire to learn new things.

Preferred Qualifications:

• Experience with intermediate systems/network troubleshooting skills, MAC administration, Workspace One, IT Service management tools like ServiceNow & JSM along with SSO & AV technology.
• Experience training and explaining complex topics to end users, and interacting candidly and positively with management.
• Certifications to look out for: CompTIA A+, CompTIA Security+, CompTIA Network+ will be an additional advantage.

If this opportunity interests you, you might like these courses on Coursera:

• Service Desk Analyst: Jobs, Courses, Salaries, and Career Paths - https://www.coursera.org/articles/service-desk-analyst
• Google IT Support Professional Certificate - https://www.coursera.org/professional-certificates/google-it-support
• Bachelor of Information Technology from Illinois State - https://www.coursera.org/degrees/bach-information-technology-illinois-tech

At Coursera, we offer competitive, zone-based pay aligned to your location, experience, and role level. Our total rewards package goes beyond salary, with comprehensive health and wellness benefits, bonus and RSU equity programs, and global perks designed to help you grow and thrive wherever you are.
This role is only available for hire in San Francisco, CA
US Zone 1: $98,420 - $123,025
US Pay Zones:

• US-Z1: Bay Area (within 75 miles)

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Coursera is an Equal Opportunity Employer committed to building a welcoming and inclusive workplace. We consider all qualified applicants without regard to legally protected characteristics and provide reasonable accommodations upon request at [email protected].