IT Support Engineer

About the role

Coursera is an online learning platform that connects students and professionals with courses and credentials from universities and institutions around the world. The IT Support Engineer is responsible for keeping internal operations running smoothly by addressing technical issues that arise across the organization. This role serves as a dependable resource for employees who encounter problems with their devices, software, or network connections. The engineer works closely with the broader IT operations team to maintain a productive and secure work environment for all staff members.

Key facts

What you'll do

Provide first and second line technical support to employees across all departments within the organization on a daily basis.

Troubleshoot hardware and software problems on desktops, laptops, mobile devices, and peripherals in a prompt and thorough manner.

Install, configure, and maintain operating systems including Windows and macOS across company-issued and personal devices used for work.

Manage user accounts, permissions, and access controls in cloud-based directory services and identity management platforms used company-wide.

Monitor and respond to tickets in the service management system to ensure timely resolution of reported issues and requests.

Assist with the onboarding and offboarding of employees, provisioning workstations and revoking access as personnel changes occur.

Collaborate with network and security teams to diagnose connectivity problems and enforce compliance with company policies.

Document troubleshooting procedures and knowledge base articles to improve self-service capabilities and reduce repeat inquiries over time.

Participate in incident response and escalation processes when issues exceed the standard support tier or impact business operations.

Support the deployment and maintenance of collaboration tools such as video conferencing and messaging platforms used by distributed teams.

Conduct regular audits of IT assets and maintain accurate inventory records of all company equipment and peripherals.

Help maintain the reliability of internal applications used for learning management, human resources, and finance operations across the company.

Requirements

Demonstrated experience of at least two years in an IT support or help desk environment serving end users directly.

Strong working knowledge of Windows and macOS operating systems, including installation, configuration, and advanced troubleshooting techniques.

Familiarity with Active Directory, Azure AD, or equivalent directory and identity management services for user and group administration.

Experience with ticketing systems such as ServiceNow, Jira Service Management, or Zendesk to track and resolve support requests efficiently.

Solid understanding of TCP/IP networking, DNS, DHCP, VPN, and basic network troubleshooting concepts and methodologies.

Ability to communicate technical information clearly to non-technical stakeholders in a professional, patient, and accessible manner.

High school diploma or equivalent required; associate or bachelor degree in a related field is preferred by the hiring team.

Comfort with working in a hybrid or on-site environment and adapting to shifting priorities and competing demands throughout the day.

Nice to have

Experience supporting remote or hybrid workforces and managing endpoints through mobile device management tools and platforms.

Familiarity with cloud platforms such as Google Workspace or Microsoft 365 for user provisioning, administration, and license management.

Knowledge of scripting languages like PowerShell or Bash to automate repetitive support tasks and streamline workflows over time.

Previous exposure to educational technology platforms or learning management systems in a corporate or organizational setting.

Skills & tools

Windows and macOS desktop administration with command line proficiency for efficient troubleshooting and system management.

ServiceNow, Jira Service Management, or Zendesk for ticket management, workflow automation, and reporting on support metrics.

Active Directory, Azure AD, Okta, or similar identity and access management platforms for user lifecycle administration.

TCP/IP networking fundamentals including DNS, DHCP, VPN configuration, and basic firewall troubleshooting and diagnostics.

Microsoft 365 or Google Workspace administration for email, file sharing, calendar, and collaboration tool management.

Hardware diagnostics tools and asset management software for tracking, labeling, and maintaining company devices and equipment.

Practical notes

This role operates within the United States and may require occasional on-site presence at a company office or co-working space.

Standard business hours apply, but the position may require flexibility to handle after-hours incidents or participate in on-call rotations.

The hiring process includes technical screening, a hands-on troubleshooting exercise, and interviews with members of the IT operations team.

Coursera is committed to building a diverse workforce and encourages applicants from all backgrounds and experiences to apply for this position.

About the company

Coursera was launched in 2012 by Andrew Ng and Daphne Koller with a mission to provide universal access to world-class learning. Today, it is one of the largest online learning platforms in the world, with 197 million registered learners as of December 31, 2025.