Sr. Support Engineer I

WHO YOU ARE:

As a Sr. Support Engineer I (Desktop Support Engineer), your role is to provide technical support and troubleshooting for hardware and software issues related to desktops, laptops, printers, and other peripherals. You will be responsible for ensuring the smooth operation of computer systems and assisting users with their technical needs. Your skills in operating systems, networking troubleshooting, IP configuration, and knowledge of various tools and systems will be essential in performing your duties effectively.

WHAT YOU’LL DO:

• Act as the first point of escalation for resolving all remote and on-site IT software, hardware, and wireless network connectivity issues including setup, connectivity, functionality, and update issues for Windows and macOS. Administer workstation hardening, encryption, anti-virus installation and configuration.
• Utilize problem-solving skills to identify and implement solutions promptly.
• Tackle multiple tickets at the same time, addressing urgency as it may arise, and delegating both
• internally and externally with our vendors & 3rd party suppliers.
• Conduct user training sessions to ensure efficient usage of standard software applications and systems.
• Maintain conference room hardware (including projectors, computing equipment, audio/visual, telephony, etc.)
• Utilize ITSM software to log or follow up on each customer request, update request status, and document resolution.
• Deploy software using tools like Intune, Jamf, and Kandji, ensuring seamless installation and configuration.
• Ensure proper software licensing and compliance with company policies.
• Utilize basic knowledge of TCP/IP networking to troubleshoot network connectivity issues.
• Collaborate with network administrators for advanced troubleshooting and resolution.
• Adhere to basic patch management procedures for workstations, ensuring system security and stability.
• Demonstrate a basic understanding of cybersecurity concepts regarding operating systems and company protocols.
• Adhere to cybersecurity best practices and assist in implementing security measures.
• Stay updated with the latest technology trends and advancements in the field.
• Manage & maintain IT asset inventory and software licensing, and work with management to ensure that systems and software are accurately recorded, tracked, and retired to 100% of accountability standards.
• Work towards achieving goals measured through KPIs.
• Deliver on IT Operations SLA response and resolution times guarantee.
• Regularly upkeep and maintain an organized IT storage and workbench.
• Regularly upkeep and maintain IT documentation and knowledge base according to styling, and grammatical guidelines.

 WHAT YOU’LL NEED:

• Should have a minimum of 5-6 years’ experience in IT Operations/Desktop support.
• Good Technical knowledge of IT Infrastructure, IT Operations, Hardware and Networking.
  Asset management, reporting/dashboard.
• Basic knowledge of servers (VMware, AD, DNS, DHCP, and file servers), SCCM, networks, and security.
• Excellent skills in Microsoft Windows, Hardware, and Software troubleshooting.
• Ability to perform full Deskside Technician role including supporting all types of IT equipment, troubleshooting and resolving hardware and software issues, smart hands support, printer, mobile device, VIP user, and video conferencing support.
• Ensure regular Inventory audits are completed including store room audits and maintain/update IT Asset Inventory trackers.
• Ensure regular audits are completed for Critical IT equipment, Network links stability, and Video conferencing devices and share updated reports daily.
• Excellent collaboration skills to coordinate and work with OEMs, Vendors, ISPs, Infrastructure, and Offshore/Onshore Teams.
• Experience with ITIL process for Incident, Problem, and Change management, understanding of Root Cause Analysis methods.
• Queue monitoring and management to ensure workload is balanced and is completed within SLA.
• Knowledge of and experience with MS Office and Reports Management.
• Excellent Communication (written, verbal, and listening) skills with fluency in English and Marathi.
• Should possess Leadership, People Management, Strategic Planning, Organizing, Analytical, Problem-solving, and Time management skills.

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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