IT Helpdesk Engineer
At 2U, we are all in on purpose. We are motivated by our mission – to eliminate the back row in education – and connected by our shared passion to deliver world-class digital education at scale. As the parent company of edX, the world’s leading online learning platform, 2U powers more than 4,000 online higher education offerings – from free courses to full degrees. Together with more than 230 colleges, universities, and corporate partners, we are helping to unlock human potential.
What We’re Looking For:
We are looking for an experienced and multi-skilled IT Helpdesk Engineer to join our IT Helpdesk team. This is an advanced role that works directly with Senior IT Management to ensure technologies, front line support team, and projects are aligned and implemented effectively. If you are self motivated and willing to take ownership of highly complex issues and Service Desk projects, this could be the perfect opportunity for you.
Responsibilities Include, But Are Not Limited To:
- Consistent improvement with service level agreements (SLAs), standard operating procedures (SOPs) and documentation on an ongoing basis.
- Assist in identifying recurring problems, triaging issues for escalation to engineering teams when necessary, and advanced problem resolution.
- Provide the highest level of IT support, accountable for resolving the most delicate and complex support problems.
- Work closely with other internal and external IT teams to identify and resolve high impact and/or urgent technical issues affecting up to 5000 employees and VIP users.
- Coordinate with application owners, management, and internal audit to complete user access audits of identified applications in accordance with SOX controls; provide guidance on improvement for future audits.
- Provide training and mentorship for Tier 1 and Tier 2 colleagues.
- Research, develop, and document solutions to new issues for other Tiers and partner teams to produce effective results.
- Adhere to certain Key Performance Indicators to measure overall success individually and as a part of a team.
Things That Should Be In Your Background:
- Minimum 3 years of experience in a Service desk environment with the following:
- Customer service focused IT support role
- Tiered service desk environment
- SLA focused
- Experience managing audits and compliance
- In depth knowledge of:
- MacOS & Windows PC operating systems
- Advanced Google Workspace and other common SaaS platforms user experience and administration
- Conceptual understanding of Active Directory, RBAC, SSO, cloud infrastructure, automation methods, and enterprise cyber security practices
- Experience working and collaborating with external technical teams such as IT Networking, IT Endpoint teams, and other Infrastructure, telecom, or SaasOps teams.
- Experience collaborating with various stakeholder teams to achieve common goals.
Other Attributes That Will Help You In This Role:
- Knowledge of current technological developments/trends.
- The ability to work independently with minimal supervision.
- Service focus: commitment to the success of the organization and the satisfaction of a diverse user base with a variety of needs and problems to solve.
- Strong communication (written / verbal) and collaboration skills, desire to share knowledge and train a great team, ability to keep everyone focused on the same goals.
- Organized: fastidious, detail oriented, and committed to the highest work standards.
- Ability to work late and emergency hours when necessary to maintain high level of service, availability for contact around the clock in case of outages or emergencies.
Benefits & Culture
Our global employee base is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We believe that every employee can advance our shared purpose, and that life at 2U should be fun and meaningful. If you’re excited by the opportunity to provide over 40 million learners and counting with access to world-class online higher education, then join us – and do work that makes a difference. #NoBackRow
We offer comprehensive benefits (unique per country) and excellent work/life balance.
Full-time, ZA benefits include:
- 2 complimentary Getsmarter short courses per year
- Subsidised medical aid with Discovery Health Medical Scheme
- 4% 2U contribution towards Discovery Life Pension Fund and Group Risk Benefit
- Employee Assistance Program (EAP)
- Generous leave policy including time off to volunteer for non-profit organization, study leave, sports leave and a company-wide festive season break
2U Diversity and Inclusion Statement
At 2U, we are committed to building and sustaining a culture of belonging, respect, and inclusion. We are proud of the steps we’ve taken to bring together an employee base that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different, as well as by how we are alike.
2U is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodations, please reach out to us at: recruitingaccommodations@2u.com.
About 2U Inc.
For more than a decade, 2U, Inc. has been the digital transformation partner of choice to great non-profit colleges and universities delivering high-quality online education at scale. As the parent company of edX, a leading global online learning platform, 2U provides over 45 million learners with access to world-class education in partnership with more than 230 colleges, universities, and corporations. Our people and technology are powering more than 4,000 digital education offerings — from free courses to full degrees — and helping unlock human potential. To learn more: visit 2U.com.
About edX
edX is the education movement for restless learners and a leading global online learning platform from 2U, Inc. Together with the majority of the world’s top-ranked universities and industry-leading companies, we bring our community of over 45 million learners world-class education to support them at every stage of their lives and careers, from free courses to full degrees. And we're not stopping there — we're relentlessly pursuing our vision of a world where every learner can access education to unlock their potential, without the barriers of cost or location. Learn more at edX.org.
Learn more at https://2u.com/careers/
#NoBackRow
The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.
2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. 2U’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay.
2U is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. 2U requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.