IT Support Engineer
About the role
Handle complex help desk inquiries requiring analysis and adaptation of standard procedures.
Manage multiple ticket queues efficiently, prioritizing based on business impact and SLA requirements.
Perform advanced troubleshooting for desktop, hardware, and web application issues.
Conduct comprehensive remote support sessions for multi-system technical problems.
Develop and deliver client training on system usage and best practices.
Contribute to knowledge base articles and process documentation improvements.
Proactively identify system issues and coordinate appropriate response measures.
Collaborate with other departments on technical projects and initiatives.
Coverage for support roles during peak periods.
Other duties as assigned.
Responsibilities
- Handle complex help desk inquiries requiring analysis and adaptation of standard procedures.
- Manage multiple ticket queues efficiently, prioritizing based on business impact and SLA requirements.
- Perform advanced troubleshooting for desktop, hardware, and web application issues.
- Conduct comprehensive remote support sessions for multi-system technical problems.
- Develop and deliver client training on system usage and best practices.
- Contribute to knowledge base articles and process documentation improvements.
- Proactively identify system issues and coordinate appropriate response measures.
- Collaborate with other departments on technical projects and initiatives.
- Coverage for support roles during peak periods.
- Other duties as assigned.
Requirements
- Bachelor's degree in IT field or equivalent experience preferred
- Minimum 2-3 years of progressive technical support experience
- Strong knowledge of Windows and MacOS environments, including Active Directory and Jamf basics
- Proficiency in multiple remote support platforms and monitoring tools
- Demonstrated ability to train users and create educational materials
- Understanding of ITIL principles and service management practices
- Excellent problem-solving skills with ability to analyze complex technical issues
- Strong interpersonal skills for client relationship management
- Relevant technical certifications preferred
Qualifications
- Bachelor's degree in IT field or equivalent experience preferred
- Minimum 2-3 years of progressive technical support experience
- Strong knowledge of Windows and MacOS environments, including Active Directory and Jamf basics
- Proficiency in multiple remote support platforms and monitoring tools
- Demonstrated ability to train users and create educational materials
- Understanding of ITIL principles and service management practices
- Excellent problem-solving skills with ability to analyze complex technical issues
- Strong interpersonal skills for client relationship management
- Relevant technical certifications preferred
Skills
- Strong knowledge of Windows and MacOS environments
- Proficiency in multiple remote support platforms and monitoring tools
- Ability to train users and create educational materials
- Understanding of ITIL principles and service management practices
- Excellent problem-solving skills
- Strong interpersonal skills
- Relevant technical certifications
Benefits
ZoomInfo offers a comprehensive benefits package designed to support the health, well-being, and financial security of our employees and their families. This includes:
- Comprehensive benefits
- Holistic mind, body, and lifestyle programs
Pay
$51,100—$80,300 USD
Schedule
Normal office environment. Some travel may be required.
About Us
ZoomInfo (NASDAQ: GTM) is the Go-To-Market Intelligence Platform that empowers businesses to grow faster with AI-ready insights, trusted data, and advanced automation. Its solutions provide more than 35,000 companies worldwide with a complete view of their customers, making every seller their best seller.