IT Support Engineer II, Helpdesk

1 Month ago • 3-5 Years • IT & Infrastructure

Job Summary

Job Description

The IT Support Engineer II, Helpdesk, is the first point of contact for customers seeking technical assistance. This role involves providing basic support and troubleshooting, such as password resets, printer configurations, and break/fix instructions. The technician will also escalate issues to higher-level support as needed. They will respond to customer inquiries via Slack, Emails, and phone calls; provide initial support for common technical problems; escalate unresolved issues to higher-level support teams; maintain accurate records; and ensure a positive customer experience.

Must have:

Basic understanding of computer systems, networks, and software applications.
Excellent verbal and written communication skills to interact effectively with customers.
Ability to diagnose and resolve basic technical issues.
Strong focus on providing a positive customer experience.
Ability to work collaboratively with other support teams.
Minimum 3-5 years of previous experience in a customer support or IT helpdesk role.
CompTIA A+, ITIL Foundation, or similar certifications.
Bachelor’s Degree, preferably in Computer Science, Information Technology, or a related field

4 skills required

4 skills required for this role

Add these skills to join the top 1% applicants for this job

team-management

communication

problem-solving

slack

Job Details

WHO WE ARE:

Zinnia is the leading technology platform for accelerating life and annuities growth. With innovative enterprise solutions and data insights, Zinnia simplifies the experience of buying, selling, and administering insurance products. All of which enables more people to protect their financial futures. Our success is driven by a commitment to three core values: be bold, team up, deliver value – and that we do. Zinnia has over $180 billion in assets under administration, serves 100+ carrier clients, 2500 distributors and partners, and over 2 million policyholders.

WHO ARE YOU:

The IT Support Engineer I, Helpdesk, is the first point of contact for customers seeking technical assistance. This role involves providing basic support and troubleshooting, such as password resets, printer configurations, and break/fix instructions. The technician will also escalate issues to higher-level support as needed.

WHAT YOU WILL DO:

• Respond to customer inquiries: Answer Slack messages, Emails, and phone calls to gather information about technical issues.
• Basic troubleshooting: Provide initial support for common technical problems, including password resets, printer configurations, and software installations.
• Ticket routing: Escalate unresolved issues to Level 2 and Level 3 support teams.
• Documentation: Maintain accurate records of customer interactions and problem resolutions in the ticketing system and when required update SOPs.
• Customer service: Ensure a positive customer experience by providing timely and effective support.

WHAT YOU WILL NEED:

• Technical knowledge: Basic understanding of computer systems, networks, and software applications.
• Communication skills: Excellent verbal and written communication skills to interact effectively with customers.
• Problem-solving: Ability to diagnose and resolve basic technical issues.
• Customer service orientation: Strong focus on providing a positive customer experience.
• Teamwork: Ability to work collaboratively with other support teams.
• Experience: Minimum 3-5 years of previous experience in a customer support or IT helpdesk role.
• Certifications: CompTIA A+, ITIL Foundation, or similar certifications.
• Education: Bachelor’s Degree, preferably in Computer Science, Information Technology, or a related field

WHAT’S IN IT FOR YOU?

At Zinnia, you collaborate with smart, creative professionals who are dedicated to delivering cutting-edge technologies, deeper data insights, and enhanced services to transform how insurance is done. Visit our website at www.zinnia.com for more information. Apply by completing the online application on the careers section of our website. We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.

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