ZoomInfo Technologies LLC
IT Support Engineer
About this role
ZoomInfo seeks an IT Support Engineer to manage complex technical help desk inquiries and provide advanced troubleshooting for desktop, hardware, and web applications. The role involves handling multiple support queues, conducting remote support sessions, training users, and contributing to process documentation in a fast-paced environment.
What you'll do
- Resolve complex help desk tickets with multi-system technical issues requiring analysis and adaptation
- Manage multiple ticket queues efficiently while prioritizing by business impact and SLA requirements
- Perform advanced troubleshooting for desktop, hardware, and web application problems
- Deliver remote support sessions and user training on system usage and best practices
- Develop knowledge base articles and improve process documentation
- Proactively identify system issues and coordinate appropriate response measures
What they're looking for
- Windows and MacOS environment support
- Active Directory and Jamf administration basics
- Remote support platforms and monitoring tools
- ITIL principles and service management practices
- Technical troubleshooting and problem analysis
- User training and documentation creation
- Client relationship management
- Ticket queue and SLA management
Benefits
- Comprehensive health and wellness benefits
- Holistic mind, body, and lifestyle programs
- Onsite office environment in Waltham, Massachusetts
- Variable compensation and performance incentives
- Career development and growth opportunities
- Supportive team culture with emphasis on collaboration
Opens the official application on the employer’s site. No login required.
ZoomInfo Technologies LLC
ZoomInfo Technologies LLC builds advanced data infrastructure and technographic data services, leveraging cloud platforms and AI to deliver intelligence applications. The company is hiring DevOps engineers, software engineers, and data specialists to design scalable data pipelines, manage cloud infrastructure, and develop customized solutions for enterprise clients.
- Website
- zoominfo.com
Likely interview questions
- Describe your experience managing multiple support tickets with competing priorities—how do you decide what to tackle first?
- Walk us through how you would troubleshoot a complex issue affecting multiple systems across Windows and MacOS environments.