Senior IT Support I

Description

Senior IT Support

Bogota, Colombia

*ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED*

The Opportunity:

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth.

The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.

For more information about Anthology and our career opportunities, please visit www.anthology.com.

Anthology’s Corporate IT organization manages the enterprise technology that supports our employees across the globe.  They are focused on enterprise applications development and support, enterprise architecture, operations, infrastructure, and support.  This team works with stakeholders from Finance, Sales, HR, Marketing, and other internal business groups to drive initiatives and ensure needs are met. As Senior IT Support, you will be a self-starter capable of working independently with minimal supervision, but with very strong collaboration and communication skills to work as a member of IT Service Operations team. You’ll use your strong technical skills and customer service experience to be successful in this role. 

Primary responsibilities will include:  

• Being a primary point of support for both users in an Anthology office and located remotely 
• Educating and supporting our Windows and Mac OS X users located locally, around the country, and globally 
• Responding to all assigned service desk incidents and change requests in person, phone, email, or IM within established SLAs and managing your queue to resolve or close those items in timely manner 
• Diagnosing and resolving hardware and software issues 
• Identifying and escalating incidents requiring urgent attention  
• Creating, deleting, and maintaining user system accounts and passwords in Active Directory, corporate email system, phone system, and related applications and services 
• Configuring and provisioning end-user hardware while maintaining accurate records on inventory in support of the Asset lifecycle for computers, accessories, and telephony 
• Adhering to our ITIL based processes, logging all service desk incidents and requests 

The Candidate:  

Required skills/qualifications: 

• Customer-focused service orientation, positive attitude, and strong attention to detail 
• 5-7 years of experience supporting users in a help desk, customer service environment 
• Good knowledge of multiplatform environment- desktop operating systems (Mac OS X 14 or higher and Windows 10/11) 
• Excellent oral and written communication skills 
• Excellent decision-making and problem solving with proven ability to work in a diverse organization 
• Ability to analyze and document system processes 
• Ability to troubleshoot a broad range of issues common on personal computers 
• Reliable and dependable work habits 
• Computer hardware experience- setup, maintenance, upgrade, troubleshooting (Lenovo/Dell/Apple computers and iOS devices preferred), Intune
• Experience with MS Exchange online, Entra ID/ Azure Active Directory 
• Understanding of TCP/IP based network structure, Azure
• Fluency in written and spoken English at CEF B2 level or above

Preferred skills/qualifications:  

• Bachelor’s Degree and/or equivalent work experience 
• ITIL v3/v4 Foundations; A+; Net+; Apple Certified Associate and/or Microsoft Certified Professional   

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.   

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.