{"id":3465341,"url":"https://alion.io/job/turnitin-it-engineer-philippines-remote","title":"IT Engineer (Philippines Remote)","company":{"id":7465,"name":"Turnitin","domain":"turnitin.com","url":"https://alion.io/company/turnitin","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":7000,"max_usd":17000,"period":"year","method":"role_country_seniority_unknown","sample_n":14},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false},{"name":"Google Workspace","optional":true},{"name":"ITIL","optional":true},{"name":"Okta","optional":true},{"name":"Slack","optional":true}],"status":"live","first_seen_at":"2026-10-29T14:51:23Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-04T10:26:06Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in global education. For over 25 years, Turnitin has partnered with educators and institutions to develop learning integrity solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world: Turnitin Feedback Studio, Clarity, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Protecting the value of an authentic education is at the heart of who we are.\nExperience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.\nTurnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.\n 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.\nWorking 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.\nKey Responsibilities and Outputs:\nProvide Level 1 and Level 2 technical support to Turnitin employees across the corporate IT environment.\nRespond to incidents, service requests and user enquiries through approved IT Service Desk channels, ensuring tickets are managed and resolved within agreed service levels.\nTroubleshoot and resolve hardware, software, operating system, network, application and access-related issues.\nProvide support for company-managed Mac and Windows devices, including device configuration, software installation, troubleshooting and general end-user support.\nSupport user access, account and application-related requests in accordance with established security and access management procedures.\nProvide a high standard of customer service, ensuring users receive clear, professional and timely communication throughout the support process.\nTake ownership of tickets through to resolution wherever possible, keeping users informed and escalating appropriately when additional technical expertise is required.\nIdentify recurring incidents, trends and opportunities for improvement and proactively raise these with the IT Service Desk Manager.\nWork closely with Corporate IT Engineering and other technical teams on escalated incidents, providing clear technical information and supporting effective handover and resolution.\nContribute 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.\nIdentify repetitive and manual tasks that could be standardised, automated or moved to self-service, contributing to the team's continual service improvement objectives.\nFollow established ITSM processes, security policies, operating procedures and service standards.\nAssist with the deployment, configuration and support of corporate IT hardware and software.\nSupport employee onboarding, offboarding and role changes, including device provisioning, application access and account-related activities.\nSupport the investigation and resolution of security-related IT incidents in collaboration with the Security and Corporate IT teams.\nParticipate in major incident and high-priority incident response activities when required.\nProvide support for sensitive or high-profile user issues, including delivering a professional \"White Glove\" support experience where appropriate.\nMaintain accurate and complete ticket information to support reporting, trend analysis, knowledge management and service improvement.\nContribute to IT projects and initiatives that impact the end-user environment when required.\nParticipate in scheduled Service Desk shifts to provide appropriate global coverage, including out-of-hours support where required by the Service Desk operating model.\nMaintain awareness of Turnitin's business strategy and ensure that support activities contribute to a positive employee experience.\nActively pursue personal and technical development, expanding knowledge of relevant technologies, ITSM practices and Turnitin's corporate IT environment.\n Essential\nDemonstrated experience working in an IT Service Desk, Technical Support or IT Support environment.\nExperience providing Level 1 and/or Level 2 technical support.\nStrong troubleshooting and problem-solving skills across hardware, software and operating systems.\nStrong working knowledge of macOS and Windows environments.\nExperience supporting SaaS applications, web-based technologies and corporate IT systems.\nUnderstanding of identity, authentication, access management and common IT support processes.\nExperience using an ITSM or ticketing platform, preferably Zendesk or Jira Service Management.\nUnderstanding of IT Service Management principles and incident/request management.\nAbility to diagnose technical issues effectively and explain technical concepts clearly to non-technical users.\nStrong written and verbal communication skills.\nStrong organisational skills and the ability to manage multiple tickets and competing priorities.\nDemonstrated ability to work effectively as part of a distributed or global team.\nStrong customer service orientation with a focus on delivering a positive employee experience.\nAbility to work independently while knowing when to seek assistance or escalate an issue.\nWillingness to work within a scheduled shift pattern to support global Service Desk coverage.\nDesirable\nITIL Foundation or equivalent IT Service Management knowledge.\nExperience administering or supporting Google Workspace.\nExperience with identity and access management platforms such as Okta.\nExperience with device management platforms such as Jamf.\nExperience supporting Zoom, Slack and other collaboration technologies.\nExperience with Jira Service Management or similar ITSM platforms.\nExperience supporting Apple hardware in a corporate environment.\nExperience working within a SaaS or technology organisation.\nExperience contributing to automation, self-service or service improvement initiatives.\nPersonal Attributes\nCustomer-focused, with a genuine commitment to providing an excellent employee experience.\nCurious and growth-oriented, with a willingness to continually develop technical knowledge and learn new technologies.\nAction-oriented and proactive, with the initiative to investigate issues, identify improvements and take ownership of problems.\nStrong problem solver, able to approach technical issues logically and methodically.\nCollaborative team player, able to work effectively with colleagues across the Service Desk, Engineering, Security and wider Corporate IT teams.\nStrong attention to detail, particularly when documenting incidents, following procedures and making changes to user environments.\nCalm and resilient under pressure, particularly when dealing with high-priority incidents or frustrated users.\nClear and effective communicator, able to adapt communication style to technical and non-technical audiences.\nAccountable and dependable, taking ownership of assigned work and following issues through to resolution.\nContinuous improvement mindset, with an interest in finding better, simpler and more efficient ways of delivering IT support.\n Total Rewards @ Turnitin\nAt Turnitin, we believe Total Rewards go far beyond pay. While salary, bonus, or commission are important, they’re only part of the value you receive in exchange for your work.\nBeyond compensation, you’ll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. You’ll also thrive in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates.\nIn addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life’s challenges. You’ll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best, all supported by a comprehensive package that prioritizes your overall well-being.\nOur Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.\nOur Values underpin everything we do.\nCustomer Centric: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.\nPassion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe.\nIntegrity: Integrity is the heartbeat of Turnitin-it is the core of our products, the way we treat each other, and how we work with our customers and vendors.\nAction & Ownership: We have a bias for action. We act like owners. We are willing to change even when it’s hard.\nOne Team: We strive to break down silos, collaborate effectively, and celebrate each others' successes.\nGlobal Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.\nGlobal Benefits\nRemote First Culture\nHealth Care Coverage*\nEducation Reimbursement*\nCompetitive Paid Time Off \nSelf-Care Days\nNational Holidays*\n2 Founder Days + Juneteenth Observed\nPaid Volunteer Time*\nCharitable contribution match*\nMonthly Wellness or Home Office Reimbursement/*\nAccess to Modern Health (mental health platform)\nParental Leave*\nRetirement Plan with match/contribution*\n* varies by country\nSeeing Beyond the Job Ad\nAt Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and unleash your potential alongside us, join our team!","description_format":"text","description_chars":10636,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Home office","Parental leave","Retirement plans","Wellness"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["EdTech Platforms","Higher Education","AI Content Detection"],"lifecycle":[{"event":"open","at":"2026-10-29T15:18:55Z"}],"visa":[],"liveness":{"score":84,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.843,"p_room":1,"age_days":5,"expected_fill_days":18,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-11-04T06:34:25Z"},"pay":null,"html_url":"https://alion.io/job/turnitin-it-engineer-philippines-remote","json_url":"https://alion.io/job/turnitin-it-engineer-philippines-remote.json","meta":{"generated_at":"2026-11-04T14:32:56Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22057,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7465},"rest":"https://alion.io/mcp/rest/get_company?id=7465"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fturnitin-it-engineer-philippines-remote"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fturnitin-it-engineer-philippines-remote"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fturnitin-it-engineer-philippines-remote"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/turnitin-it-engineer-philippines-remote\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fturnitin-it-engineer-philippines-remote"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3465341}},{"tool":"search_jobs","arguments":{"company":"turnitin.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3465341},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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