IT Support Technician at Instructure

Manila, Metro Manila, Philippines

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, EdTechIndustries

Requirements

Minimum of 1-3 years of experience in an IT helpdesk or technical support role
Strong understanding of Windows and macOS operating systems
Proficiency in troubleshooting hardware and software issues
Experience with Active Directory and user account management
Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
Experience with ticketing systems (e.g., Jira Service Management, ServiceNow)
Excellent communication and interpersonal skills
Strong problem-solving and analytical skills
Ability to work independently and as part of a team
Customer-focused with a strong commitment to providing excellent service
Ability to prioritize and manage multiple tasks effectively
Fluent in English, both written and verbal
Willingness to learn and adapt to new technologies

Responsibilities

Provide First-Level Technical Support: Respond to and resolve IT support requests via phone, email, ticketing system, and in person
Troubleshoot Hardware and Software Issues: Diagnose and resolve issues related to desktops, laptops, printers, peripherals, operating systems (Windows, macOS), and common software applications
User Account Management: Create, modify, and disable user accounts in Active Directory and other relevant systems
Network Support: Assist with basic network troubleshooting, including connectivity issues and VPN support
Software Installation and Configuration: Install, configure, and update software applications as needed
Hardware Maintenance: Perform basic hardware maintenance and repairs, and coordinate with vendors for more complex issues
Documentation: Maintain accurate records of support requests, resolutions, and IT inventory. Create and update knowledge base articles and user guides
Escalation: Escalate complex issues to higher-level support teams as necessary
Customer Service: Provide excellent customer service and maintain a professional and positive attitude
Remote Support: Provide remote support to users in various locations
Adhere to IT Policies: Follow company IT policies and procedures to ensure security and compliance
Onboarding/Offboarding: Assist with the IT aspects of employee onboarding and offboarding

Skills

Key technologies and capabilities for this role

WindowsmacOSActive DirectoryVPNHardware TroubleshootingSoftware InstallationTicketing SystemNetwork TroubleshootingCustomer ServiceIT Documentation

Questions & Answers

Common questions about this position

What experience level is required for the IT Support Technician role?

A minimum of 1-3 years of experience in an IT helpdesk or technical support role is required.

What technical skills are needed for this position?

Candidates need a strong understanding of Windows and macOS, proficiency in troubleshooting hardware and software issues, experience with Active Directory and user account management, and basic networking concepts like TCP/IP, DNS, and DHCP.

Is remote work an option for this IT Support Technician job?

The role involves providing remote support to users in various locations, but the overall work arrangement is not specified.

What is the salary or compensation for this position?

This information is not specified in the job description.

What soft skills make a strong candidate for this role?

Excellent communication and interpersonal skills, strong problem-solving and analytical skills, ability to work independently and as part of a team, and a customer-focused attitude with commitment to excellent service are essential.

Instructure

Education technology for teaching and learning

About Instructure

Instructure focuses on enhancing the educational experience for teachers and students through its technology solutions. The main product, Canvas, is a learning management system (LMS) that enables educators to create, manage, and deliver course content effectively. This platform supports various educational institutions, including K-12 schools, universities, and corporate training programs, by providing a user-friendly interface for both instructors and learners. Unlike many competitors, Instructure operates on a subscription model, allowing institutions to access its services and tools for a fee. The goal of Instructure is to empower educators and improve student outcomes by providing effective teaching tools and resources, serving over 30 million users in more than 6,000 organizations globally.

Cottonwood Heights, UtahHeadquarters

2008Year Founded

$86.7MTotal Funding

IPOCompany Stage

EducationIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Flexible Work Hours

Paid Vacation

Paid Holidays

401(k) Retirement Plan

401(k) Company Match

Tuition Reimbursement

Lifestyle Spending Account

Motivosity - employee recognition program

Risks

Algorithmic bias in AI systems could harm Instructure's reputation and user trust.

KKR's acquisition may lead to strategic shifts disrupting current operations.

Intensifying competition in EdTech could challenge Instructure's market position.

Differentiation

Instructure's Canvas platform is a leading learning management system in the EdTech market.

The company supports over 30 million users across more than 6,000 organizations globally.

Instructure's acquisition of Concentric Sky enhances its digital credentialing capabilities.

Upsides

Increased demand for hybrid learning solutions boosts Instructure's market potential.

Growing interest in micro-credentials aligns with Instructure's recent strategic acquisitions.

Expansion in emerging markets offers Instructure opportunities to increase its global footprint.

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