Associate Technical Support I

Description

The Opportunity:

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth.

The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.

For more information about Anthology and our career opportunities, please visit www.anthology.com.

We are seeking a highly motivated Associate Technical Support I to join our Global Support team. In this role, you will be responsible for providing first-level support on application and infrastructure issues, documenting root cause analyses (RCA), creating knowledge base articles, and ensuring smooth communication with customers. This position offers an exciting opportunity to develop your technical skills and grow within a global team, supporting critical systems and applications. The ideal candidate will be flexible, with strong problem-solving abilities and the ability to work in a fast-paced, dynamic environment.

Specific responsibilities will include:

• First-Level Support
• Providing initial support for application and infrastructure issues, ensuring timely resolution or escalation to the appropriate team
• Troubleshooting and resolving common technical problems related to operating systems, networks, and applications
• Communicating with clients via email, chat, and phone to provide updates and resolve issues

• Root Cause Analysis & Knowledge Base
• Documenting Root Cause Analyses (RCA) for recurring incidents and creating knowledge base articles to share solutions with internal teams and clients
• Continuously improving knowledge base content and contributing to the creation of documentation to address common issues

• Customer Communication
• Effectively communicating with customers, ensuring clear updates and timely resolutions for reported issues
• Act as a liaison between technical teams and customers to ensure a smooth support experience

• On-Call & Shift Work
• Participating in on-call support on a weekend rotational basis, ensuring systems remain operational during off-hours
• Willingness to work in a rotational shift, providing flexibility for 24/7 support coverage.

• Problem-Solving & Troubleshooting
• Demonstrating strong analytical and problem-solving skills, identifying the root causes of issues and providing effective solutions
• Proactively monitor systems and escalate issues when necessary to minimize downtime

• Collaboration & Teamwork
• Collaborating with cross-functional teams (e.g., infrastructure, application development, and support) to resolve issues
• Maintaining effective communication with internal and external teams, ensuring smooth handoffs and resolution of issues

The Candidate:

Required skills/qualifications:

• 0-2 years of experience in IT support, system administration, or a related field
• Familiarity with ticketing systems such as ADO & Salesforce
• Proficiency in Windows or Linux operating systems
• Basic understanding of network protocols (TCP/IP, DNS, DHCP)
• Experience in web server management and associated troubleshooting
• Basic knowledge of SQL (writing basic queries)
• PowerShell scripting skills for automation and troubleshooting
• Familiarity with Microsoft Azure or Amazon Web Services (AWS) cloud platforms
• Excellent communication and collaboration skills, with the ability to work effectively with clients and internal teams
• Strong problem-solving and analytical skills to troubleshoot and resolve issues quickly
• Ability to handle multiple tasks in a fast-paced, dynamic environment
• Strong attention to detail and commitment to high-quality service delivery
• Fluency in written and spoken English

Preferred skills/qualifications:

• Understanding of virtualization technologies (e.g., VMware, Docker)
• Knowledge of CI/CD pipelines and automation tools
• Familiarity with ITIL processes or frameworks