Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It does this by collaborating with more than 50 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India and China. Emeritus’ short courses, degree programs, professional certificates, and senior executive programs help individuals learn new skills and transform their lives, companies and organizations. Its unique model of state-of-the-art technology, curriculum innovation, and hands-on instruction from senior faculty, mentors and coaches has educated more than 250,000 individuals across 80+ countries. Founded in 2015, Emeritus, part of Eruditus Group, has more than 2,000 employees globally and offices in Mumbai, New Delhi, Shanghai, Singapore, Palo Alto, Mexico City, New York, Boston, London, and Dubai. Following its $650 million Series E funding round in August 2021, the Company is valued at $3.2 billion, and is backed by Accel, SoftBank Vision Fund 2, the Chan Zuckerberg Initiative, Leeds Illuminate, Prosus Ventures, Sequoia Capital India, and Bertelsmann.
Job Role:
The IT Helpdesk Engineer II at Emeritus is responsible for overseeing the daily operations of the helpdesk team, ensuring efficient handling and resolution of IT support tickets. The Engineer II will actively engage in ticket resolution, serve as an escalation point for complex issues, and provide guidance and training to enhance the team's troubleshooting skills and processes.
Key Responsibilities:
Leadership and Team Management:
- Oversee the daily activities of the IT helpdesk team to ensure timely and effective resolution of IT support tickets.
- Allocate tasks and manage workload distribution among team members.
- Conduct regular team meetings to discuss ticket status, share knowledge, and address any concerns.
- Foster a collaborative and positive team environment.
Ticket Handling:
- Oversee the end-to-end ticket handling process, ensuring tickets are logged, categorized, prioritized, and resolved in a timely manner.
- Actively work on tickets, especially during high-volume periods or when additional support is needed.
- Monitor ticket queues to ensure SLAs are met and identify areas for improvement.
Escalation and Advanced Troubleshooting:
- Act as the primary escalation point for complex or high-priority tickets.
- Provide advanced troubleshooting and resolution support for escalated issues.
- Collaborate with other IT teams and departments to resolve cross-functional issues.
Training and Development:
- Develop and implement training programs to upskill the helpdesk team on processes, tools, and advanced troubleshooting techniques.
- Conduct regular training sessions and workshops to enhance the team's knowledge and capabilities.
- Provide ongoing feedback and coaching to team members to support their professional growth.
Process Improvement:
- Identify and implement process improvements to enhance the efficiency and effectiveness of the helpdesk operations.
- Develop and update helpdesk documentation, including standard operating procedures (SOPs) and knowledge base articles.
- Analyze helpdesk performance metrics to identify trends, areas for improvement, and opportunities for automation.
Customer Service:
- Ensure a high level of customer satisfaction by maintaining excellent communication and service standards.
- Address customer feedback and complaints promptly and professionally.
- Promote a customer-centric approach within the helpdesk team.
Reporting and Documentation:
- Prepare and present regular reports on helpdesk performance, ticket trends, and team activities to senior management.
- Maintain accurate and up-to-date documentation of all helpdesk processes, procedures, and resolutions.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or equivalent related experience.
- 4+ years of experience in an IT helpdesk or technical support role
- Strong technical knowledge of computer systems, networks, and software applications.
- Excellent problem-solving, communication, and interpersonal skills.
- Proven ability to manage and lead a team in a fast-paced environment.
- Experience with helpdesk ticketing systems and IT service management (ITSM) tools.
- Certification in ITIL or similar frameworks is a plus.
Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.