IT Engineer

The primary focus of this role is to provide high-quality Level 1 and Level 2 technical support to Turnitin employees, ensuring timely resolution of incidents and service requests across the corporate IT environment. The IT Service Desk Engineer is responsible for delivering an excellent employee experience, troubleshooting hardware and software issues, maintaining accurate documentation, and identifying opportunities to improve and automate the services provided by the IT Service Desk.

Working as part of a global IT Service Desk team and reporting to the IT Service Desk Manager, the role will provide hands-on technical support across Turnitin's end-user technology environment, while collaborating with Corporate IT Engineering, Security, IT Operations and other teams to resolve complex issues and continuously improve IT services.

Key Responsibilities and Outputs:

• Provide Level 1 and Level 2 technical support to Turnitin employees across the corporate IT environment.
• Respond to incidents, service requests and user enquiries through approved IT Service Desk channels, ensuring tickets are managed and resolved within agreed service levels.
• Troubleshoot and resolve hardware, software, operating system, network, application and access-related issues.
• Provide support for company-managed Mac and Windows devices, including device configuration, software installation, troubleshooting and general end-user support.
• Support user access, account and application-related requests in accordance with established security and access management procedures.
• Provide a high standard of customer service, ensuring users receive clear, professional and timely communication throughout the support process.
• Take ownership of tickets through to resolution wherever possible, keeping users informed and escalating appropriately when additional technical expertise is required.
• Identify recurring incidents, trends and opportunities for improvement and proactively raise these with the IT Service Desk Manager.
• Work closely with Corporate IT Engineering and other technical teams on escalated incidents, providing clear technical information and supporting effective handover and resolution.
• Contribute to the development and maintenance of the IT Service Desk knowledge base, ensuring solutions and procedures are accurately documented and easy for other engineers to follow.
• Identify repetitive and manual tasks that could be standardised, automated or moved to self-service, contributing to the team's continual service improvement objectives.
• Follow established ITSM processes, security policies, operating procedures and service standards.
• Assist with the deployment, configuration and support of corporate IT hardware and software.
• Support employee onboarding, offboarding and role changes, including device provisioning, application access and account-related activities.
• Support the investigation and resolution of security-related IT incidents in collaboration with the Security and Corporate IT teams.
• Participate in major incident and high-priority incident response activities when required.
• Provide support for sensitive or high-profile user issues, including delivering a professional "White Glove" support experience where appropriate.
• Maintain accurate and complete ticket information to support reporting, trend analysis, knowledge management and service improvement.
• Contribute to IT projects and initiatives that impact the end-user environment when required.
• Participate in scheduled Service Desk shifts to provide appropriate global coverage, including out-of-hours support where required by the Service Desk operating model.
• Maintain awareness of Turnitin's business strategy and ensure that support activities contribute to a positive employee experience.
• Actively pursue personal and technical development, expanding knowledge of relevant technologies, ITSM practices and Turnitin's corporate IT environment.