IT Engineer 1

Summary

Join Turnitin's global IT team as an IT Engineer 1 and provide Tier 1 and Tier 2 helpdesk support to employees. Manage the IT ticket queue, handle employee onboarding and offboarding, and oversee hardware shipping and receiving. Collaborate with the finance team on vendor payments, enforce internal IT policies, and contribute to global IT projects. Maintain technical documentation and engage in continuous professional development. This role requires bridging US and APAC time zones, working 5 AM - 2 PM Philippine time. Turnitin offers a remote-centric culture and a comprehensive benefits package.

Requirements

• 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
• 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

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

Preferred Qualifications

Experience with scripting and automation for system tasks is a plus

Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off
• 4 Self-Care Days per year
• National Holidays*
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*