Company Description

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. You'll join our diverse community of colleagues who are all unified by a shared desire to make a difference in education. So come join us and begin the most gratifying next chapter of your career.

For more than 20 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Our products are used by educational institutions and certification and licensing programs to uphold integrity and increase learning performance, and by students and professionals to do their best, original work. Over 16,000 academic institutions, publishers, and corporations use our services: Gradescope by Turnitin, iThenticate, Turnitin Feedback Studio, Turnitin Originality, Turnitin Similarity, ExamSoft, ProctorExam, and Ouriginal.

Job Description

Overview

This role is for an IT Engineer 1 to join the global IT team. The department's main purpose is to ensure employees have the technical support and resources they need. This role's customers are the employees, and it works cross-functionally with the global IT team and the finance team. This role focuses on providing Tier 1 and Tier 2 helpdesk support, managing IT operations, and contributing to enterprise system improvements. The working hours of this role will bridge the US and APAC time zones, e.g. 5AM - 2PM local Philippine time.

Responsibilities:

• Provide timely and effective resolution for customers’ computer and application issues, acting as the first point of contact for technical support.

• Manage the IT ticket queue efficiently, ensuring all issues are documented, tracked, and resolved within established SLAs.

• Administer the onboarding and offboarding of employees, including workstation configuration, hardware provisioning, and system access.

• Occasional travel to the Makati facility to oversee the shipping and receiving of hardware, maintaining accurate records and following all internal asset management processes.

• Work closely with the finance team to maintain and improve vendor payment processes.

• Adhere to and help enforce internal policies for patch management and other critical IT procedures.

• Collaborate with the global IT team to resolve complex issues and contribute to projects with a "Global First" mindset.

• Author and maintain technical documentation and knowledge base articles to be shared across the company.

• Participate in IT projects as assigned, contributing to the implementation and improvement of enterprise systems.

• Engage in continuous personal/professional development.

Work Hours

• The working hours for this role will bridge the APAC and UK time zones, e.g., 7:00 PM – 3:00 AM Philippine Time.

Qualifications

• A Bachelor's degree in a relevant field or 2-3 years of IT engineering experience with a proven track record in managing IT systems.

• 3+ years of experience in computer-related technical support.

• Proficiency in end-user operating systems (e.g., macOS, Windows) and a foundational knowledge of server operating systems.

• Basic understanding of networking skills including TCP/IP and routing.

• Familiarity with virtualization technologies such as VMware, Hyper-V, EC2.

• Experience with Single Sign On (SSO) platforms such as Okta.

• Proficiency with productivity and collaboration software including Google Workspace, Microsoft Office 365, and Slack.

• Knowledge and demonstrated use of AI tools to enhance productivity and problem-solving.

• Basic knowledge of cybersecurity principles.

• Experience with scripting and automation for system tasks is a plus.

• Demonstrated ability to manage and prioritize tasks in a fast-paced environment.

• Excellent communication and interpersonal skills, with a focus on building productive working relationships.

• Flexibility to work in time zones outside of local business hours

• Experience using ticket systems such as Jira Service Management.

Tii Elements:

• A Problem Solver: Can independently tackle issues of moderate scope, analyzing situations to determine the appropriate course of action.
• A Continuous Learner: Eager to solicit and act on feedback from peers and senior engineers to develop professional expertise.
• Customer-Focused: Dedicated to ensuring a positive experience for employees and resolving technical issues efficiently.
• A Team Player: Partners effectively with a global team, contributing insights and working collaboratively to solve problems.
• Detail-Oriented: Has a thorough knowledge of 1-2 enterprise IT systems and can manage a ticket queue within defined processes.

Additional Information

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

• Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by putting educators and learners at the center of everything we do.

• Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.

• Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.

• Action & Ownership - We have a bias toward action and empower teammates to make decisions.

• One Team - We strive to break down silos, collaborate effectively, and celebrate each other’s successes.

• Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.

Seeing Beyond the Job Ad

At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and evolve alongside us, join our team!

Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.