IT Engineer (Philippines Remote)

Turnitin

6d•Remote

About The Position

The IT Engineer provides Level 1 and Level 2 technical support to Turnitin employees, resolving incidents and service requests across the corporate IT environment. The role focuses on a high-quality employee experience, timely troubleshooting of hardware and software issues, accurate documentation, and identifying opportunities to improve and automate IT Service Desk services. As part of a global IT Service Desk team, the engineer provides hands-on support across Turnitin's end-user technology environment and collaborates with Corporate IT Engineering, Security, IT Operations, and other teams to resolve complex issues and improve services. The role supports company-managed Mac and Windows devices, SaaS applications, user access, onboarding and offboarding, corporate IT hardware and software, and security-related incidents. It also contributes to knowledge management, IT projects, service improvement, and major incident response. Scheduled Service Desk shifts may include out-of-hours support as required by the operating model. Turnitin is a remote-first global education technology company. It describes its rewards as including time off, health and wellness programs, and a comprehensive package intended to support employee well-being.

Requirements

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; Zendesk or Jira Service Management is preferred.
Understanding of IT Service Management principles and incident/request management.
Ability to diagnose technical issues and explain technical concepts clearly to non-technical users.
Strong written and verbal communication skills.
Strong organizational skills and ability to manage multiple tickets and competing priorities.
Ability to work effectively as part of a distributed or global team.
Strong customer service orientation and 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.

Nice To Haves

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 organization.
Experience contributing to automation, self-service, or service improvement initiatives.

Responsibilities

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 Service Desk channels, managing and resolving tickets within agreed service levels.
Troubleshoot and resolve hardware, software, operating system, network, application, and access-related issues.
Support company-managed Mac and Windows devices, including configuration, software installation, troubleshooting, and general end-user support.
Handle user access, account, and application requests in accordance with security and access management procedures.
Provide clear, professional, and timely communication throughout the support process, taking ownership of tickets through to resolution where possible.
Escalate issues appropriately and work with Corporate IT Engineering and other technical teams to resolve complex incidents.
Identify recurring incidents, trends, and improvement opportunities and raise them with the IT Service Desk Manager.
Develop and maintain the IT Service Desk knowledge base, documenting solutions and procedures accurately.
Identify tasks that could be standardized, automated, or moved to self-service, contributing to continual service improvement.
Follow ITSM processes, security policies, operating procedures, and service standards.
Assist with 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 investigation and resolution of security-related IT incidents in collaboration with Security and Corporate IT teams.
Participate in major incident and high-priority incident response activities when required.
Provide professional White Glove support for sensitive or high-profile user issues where appropriate.
Maintain accurate and complete ticket information for reporting, trend analysis, knowledge management, and service improvement.
Contribute to IT projects and initiatives affecting the end-user environment when required.
Participate in scheduled Service Desk shifts for global coverage, including out-of-hours support when required by the operating model.
Pursue personal and technical development in relevant technologies, ITSM practices, and Turnitin's corporate IT environment.