edX is seeking an experienced IT Support Engineer who has a passion for learning new software and services; writing detailed, accurate, and concise documentation; making users’ jobs easier through training and technology recommendations; and, most of all, providing excellent support.

The ideal candidate has experience in a cutting-edge, cloud-based technology environment that relies heavily on SaaS and PaaS solutions rather than a large in-house technology footprint; a love of problem-solving; a desire to work collaboratively; an interest in solving problems and improving processes through automation; and outstanding communication skills.

• Triage all incoming support requests for Information Technology
• Work closely with both technical and non-technical staff to resolve and document a variety of support requests
• Work closely with the DevOps team and MIT Information Technology Help Desk to escalate and resolve issues
• Provision and manage the lifecycle of user accounts across a variety of services
• Own the process of ordering, provisioning, repairing, and decommissioning hardware, including Mac and PC laptops
• Administer edX workstations
• Administer SaaS applications
• Document issue resolutions
• Other duties related to the day-to-day operations of an Information Technology team

• 3+ Years providing IT Support
• Strong background in supporting Mac OS X systems
• Experience in supporting Windows systems
• Experience in working with SaaS products and cloud technologies like JIRA, Google Apps, and leading Cloud Identity Providers
• Experience with Python or a similar language for automation
• Familiarity with tools used to define configuration as code
• Ability to learn new technologies and services quickly and then support them
• Highly organized and very detail-oriented
• Strong communication and writing skills

About edX:

EdX is a non-profit, open-source learning destination offering online courses from more than 100 member institutions, composed of both leading global universities, and colleges and a diverse group of prominent organizations from around the world. Founded by Harvard University and the Massachusetts Institute of Technology and based in Cambridge, MA, USA, edX is focused on transforming online and classroom learning through groundbreaking methodologies, game-like educational experiences and cutting-edge research on an open-source platform. 

EdX offers a highly competitive benefits plan (including a pension plan), free lunches, a company atmosphere that is full of dedicated like minded professionals and access to some of the smartest people on the planet! Are you ready to be a part of re-inventing education?!

Applicants must be able to work out of our Cambridge, MA office. Sorry, Visa sponsorship is not available.