About ellucian
ellucian is a global market leader in education technology. We power innovation for higher education, partnering with more than 2,900 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.
values rooted in purpose
we embrace the power to lead, the courage to innovate, and the determination to grow. At our core, we believe in humanizing our approach, recognizing that our people are our greatest strength. With a shared vision of transformation, we endeavor to shape a brighter future for higher education.
about the opportunity
as senior support technician, your principal responsibility is to provide technical support to employees while ensuring seamless functionality of devices, applications, and operating systems. You will also take charge of resolving intricate technical issues and ensuring their prompt and efficient resolution. Furthermore, you will work collaboratively with other regional it teams to introduce new it policies and procedures and maintain the it infrastructure to ensure optimal performance that meets the ever-growing needs of all users. You will be an integral part of the enterprise technology support services team, contributing to the team's success and growth.
where you will make an impact
* efficient it operations: the senior support technician plays a crucial role in ensuring it operations' smooth and efficient functioning within the designated region. By implementing best practices, optimizing processes, and streamlining workflows, you can enhance productivity and reduce downtime, increasing overall efficiency.
* internal customer satisfaction: end-users rely on it support for their daily tasks, and the it lead is at the forefront of providing this support. As part of a well-managed enterprise technology support services team, you all can deliver timely and practical solutions to users' technical issues, leading to higher customer satisfaction and improved user experience.
* problem resolution: the senior support technician acts as an escalation point for complex technical problems that the enterprise technology support services team encounters. By providing guidance and expertise, you will help expedite problem resolution, reducing the impact of it-related issues on business operations.
what will you bring
* 6 to 8 years proven experience in ticket management (updates/slas/closure) pc imaging, configuration, troubleshooting, and support (windows and osx)
* supporting outlook, ms office 365, printers, pcs, mac, mobile devices and other it-supported devices, repair and maintenance and all ellucian-specific applications
* experience with cloud technologies (box, zoom, slack, and office365)
* responsible for providing outstanding support and timely service.
* experience with audio visual and video conferencing
* vendor relationship management experience
* knowledge of mdm systems (vmware / bigfix)
* testing new releases of software, operating systems, hardware, and peripherals, plus process improvement through automation and the use of technology
what makes #ellucianlife
* comprehensive health coverage: family major medical expenses, dental and life insurance.
* christmas bonus 30 days
* saving fund
* monthly food coupon
* 15 workdays vacation
* thrive flex program that allows you to contribute towards your health, financial or learning interests
* 5 charitable days to support the community that supports us
* diversity and inclusion programs that promote employee resource groups such as: women in technology, pride and go green to name a few.
* parental leave
* employee referral bonuses to encourage the addition of great new people to the team
* we foster a learning culture with:
o tuition reimbursement assistance
o professional development opportunities
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