Kaplan

Job Title

Technical Support Analyst (Hybrid)

Job Description

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best in class educational experience and make Kaplan a great place to work.

Our offices in India opened in Bengaluru in 2018. Since then, our team has fueled growth and innovation across the organization, impacting students worldwide. We are eager to grow and expand with skilled professionals like you who use their talent to build solutions, enable effective learning, and improve students’ lives.

The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

The Technology Support Analyst provides high quality and timely site based Personal Computing Technology, technical support on a variety of technical problems and issues. Persons in this job function proactively and reactively research, troubleshoot, install and resolve technical problems in a timely manner. The position requires an experienced and motivated individual with the ability to utilize their talents, skills, and abilities in a coordinated and consistent team effort.

Key Job Responsibilities:

• Monitor and update the internal ticketing system for assigned tickets and assigned locations and/or projects. Assist the Technology Support Lead in performing report analysis and discussions to address ticketing performance issues and assignments.
• Install, upgrade and configure workstations to fulfill requests for hardware and software for new and existing users.
• Manage the breakdown, relocation and set-up of workstations to accommodate user relocations, site relocation, site remodels and new location installations as assigned by supervisor.
• Disseminate technical knowledge via ticketing system, conferences and written documentation to colleagues. Assist the Technology Lead in team meeting discussions and training sessions.
• Fulfill project-related tasks as assigned by supervisor. The Analyst will be assigned to co-lead projects to gain skills and knowledge with regard to project management.
• Manage time efficiently to ensure SLAs are met
• Follow the Emergency Non-Business Hours policy which may require Emergency site visits to locations after regular business hours.
• Must be willing and able to alter shift schedule as user support demands change or technical projects require. This may require evening or night shift work for various lengths of time.
• All Technical Support Technicians will take an on-call shift in a rotation, as required.
• Promote and adhere to departmental and organizational information security policies, standards and procedures.
• Perform other related duties incidental to the work described herein.
• Hybrid Schedule: 3 days remote / 2 days in office
• 30-day notification period preferred

Minimum Qualifications:

• Bachelor's Degree with a focus on Information Technology
• 3+ years of related experience
• 4 + years of desk-side technical support experience. Three or more years technical experience building and maintaining HP and Dell work station hardware, peripherals, HP printers and Windows Operating Systems.
• MCP or MCSE certification
• Windows OS (Desktop and server) - MAC a plus.
• Must have a thorough understanding of computers and troubleshooting techniques - quick learner and self-study. System: Symantec Ghost Imaging, LANdesk, SEP Anit-virus software suite, Active Directory, Group Policy, Windows Scripting, Server 2003/2008, Faronics Deep Freeze, Permissions and Security, WSUS, DHCP
• Proven experience with on-site troubleshooting of work station hardware, software, server and networking issues.
• Ability to install and configure equipment up to 50 lbs independently and up to 175 lbs with assistance of one or more engineers
• Strong customer service skills. Proficient in both written and oral communications
• Proven ability to work under stress and meet deadlines
• Proven attention to detail and organizational skills
• Organized, self-directed, customer-service mentality

#LI-RS1

Location

Bangalore, KA, India

Additional Locations

Employee Type

Employee

Job Functional Area

Technical Support/Customer Service

Business Unit

00091 Kaplan Higher ED

At Kaplan, we recognize the importance of attracting and retaining top talent to drive our success in a competitive market. Our salary structure and compensation philosophy reflect the value we place on the experience, education, and skills that our employees bring to the organization, taking into consideration labor market trends and total rewards. All positions with Kaplan are paid at least $15 per hour or $31,200 per year for full-time positions. Additionally, certain positions are bonus or commission-eligible. And we have a comprehensive benefits package, learn more about our benefits here.

Diversity & Inclusion Statement:

Kaplan is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities. Learn more about our culture here.

Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.

Kaplan is a drug-free workplace and complies with applicable laws.