Ellucian
IT Support Engineer
Edtech.com's Summary
- Provide support to all Ellucian employees and serve as escalation point to help desk and Tier 2 teams.
- Require expertise in Windows desktop OS, Outlook, Network, Mac systems, Video Conferencing, and Audio.
- Maintain awareness of emerging IT technologies and products.
- Coordinate with departments and stakeholders on technology deployments, upgrades, and maintenance outages.
- Communicate maintenance schedules and operational issues to IT management and business users.
- Encourage communication of ideas, solutions, and problems.
- Provide feedback on IT methodologies, standards, and industry best practices.
- Research and implement tools to enhance employee IT service delivery.
- Ensure timely resolution or referral of employee problems with proper documentation and prioritization.
- Provide facilities support, including audio-visual systems.
- Required skills include knowledge of Windows OS and core desktop software, technical skills for project design and implementation, system triage abilities, understanding of mobile devices (iPhone, Android), Mac/iOS configuration and support, patch management and imaging technologies like WorkspaceOne and Intune.
- Proficient with end user applications and hardware such as Microsoft Office, Crowdstrike AV, cloud storage platforms, Zoom, Dell and Apple laptops.
- Offers include 12 days vacation, 10 casual leaves, 11 public holidays, competitive gratuity, group insurance, annual health checkup, Thrive Flex Lifestyle Account for health/financial/learning contributions, 5 charitable days, wellness programs, diversity and inclusion initiatives, parental leave, employee referral bonuses, and professional development opportunities.
IT Support Engineer Full Description
About Ellucian
Ellucian is a global market leader in education technology. We power innovation for higher education, partnering with more than 2,800 customers across 50 countries and serving over 20 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff.
Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, from student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement.
Ellucian's innovative solutions, vast ecosystem of partners, and user community of more than 45,000 provide best practices leading to greater institutional success and achieving better student outcomes.
About the Opportunity
We are seeking to hire an IT Support Engineer who will be an agent of the IT Department in supporting end users in their use of office technology. This can include desktop and laptop hardware, software and shared technology. A successful IT Support Engineer is capable of working within department policies and procedures and able to identify opportunities for improvement in services and technology.
Where you will make an impact
Provide support to all Ellucian employees and serve as the escalation point of contact to the help desk and Tier 2 teams.Expertise with the following: Windows desktop Operating Systems, Outlook, Network, MAC Systems, Video Conferencing, and Audio.Maintains awareness of new and emerging technologies and products provided by IT.Coordinate with other departments and business stakeholders on technology deployments, system upgrades and maintenance outages.Communicate maintenance schedules, operational issues and impacts to IT management and business users.Encourage communication of new ideas, solutions, suggestions and problems.Provide feedback regarding IT methodologies, standards and industry leading practices.Research and implement tools and technology that will enhance the way we provide services to our employees.Ensures timely resolution/referral of employee's problems by documenting the impact to the employee and by assigning an appropriate priority and resolution goal.Facilities support, including audio-visual systems.What you will bring
Knowledge in the Windows OS and core desktop software configuration.Technical skills designing, documenting and implementing projects.Ability to triage systems down situations.Solid understanding on mobile devices (iPhone, Android.)Understanding of Mac, iOS configurations and support.Understanding of the product flow patch management, software distribution/deployment and imaging technologies such as WorkspaceOne, Intune, etc.Knowledge of end user applications and hardware including:Microsoft Office, Crowdstrike AV, Cloud based storage platforms, Zoom Video Conferencing, Dell and Apple laptopsWhat makes #Ellucianlife
financial or learning interests5 charitable days to support the community that supports usWellness
o Headspace (mental health)
o Wellbeats (virtual fitness classes)RethinkCare - caregiver supportDiversity and inclusion programs that promote employee resource groups such as: Buzzinga and Lean In Team to name a few. Parental leaveEmployee referral bonuses to encourage the addition of great new people to the teamWe Foster a learning culture with: Education Assistance ProgramProfessional development opportunities
#LI-HS1
#LI-onsite
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