IT Support Engineer II

The Zebra•Austin, TX

6d•Onsite

About The Position

The Zebra, named a Best Place to Work in Austin four years running, is revolutionizing how connected consumers research and shop for insurance. We intentionally strive to build diverse teams that feel inclusive for all. Our motto is "All Stripes Welcome", and we put that into practice by valuing both traditional and non-conventional backgrounds and perspectives. Our Zeebs are passionate about learning, growing, & working together to tackle exciting problems. We're seeking a Support Engineer II, to join our team. In this role you will research and solve staff problems, work on automation and scripting, document processes and procedures accordingly. You will serve as a primary technical contact on 1st/2nd line for the business and act as the IT liaison to other departments and vendors. While maintaining a customer-first approach, this role will be involved with system administration as well. A positive attitude, strong customer-focus, and adaptability to change are keys to success in this role. Reporting directly to the IT Manager, you will work closely with all other teams at The Zebra to help run, maintain, integrate multiple systems and automate all the things while staying on top of our Zeebs' needs.

Requirements

You've worked 3+ years in IT support or related role and have a Bachelor’s degree in CS (or equivalent work experience)
You're are organized, and love providing awesome customer service and able to communicate / collaborate effectively with technical and non-technical individuals,
You’re able to work under pressure, independently as well as part of a team, in a fast-paced environment
You're able to continually assess, prioritize and solve multiple problems
You're comfortable with installing, configuring, and fixing PC hardware and software
You consider yourself highly knowledgeable with Linux and MacOS
You're comfortable with Windows OS and Microsoft 365
You've studied and used Information Technology Infrastructure Library best practices
You've used Help Desk Issue Tracking Systems to assign, delegate, and/or resolve end-user issues

Nice To Haves

Bonus points if you have experience with cloud or virtualized environments, are familiar with Atlassian suite (Jira, Confluence, etc.)
CompTIA Linux+ certification / Red Hat Certified System Administrator / other Linux certifications
Experience with the Atlassian suite (Jira, Confluence, etc.)
Experience with AWS WorkSpaces
Strong knowledge of IaaS / SaaS systems like Google Workspace, AWS, Okta, Slack, and others.

Responsibilities

You’ll triage, prioritize, and resolve incoming IT support requests with a strong focus on customer satisfaction
You'll provide technical assistance / manage our standard endpoints (macOS / Windows / Linux), IaaS / SaaS environments (Google, Azure, Slack, Genesys Cloud, etc.) via in person, chat, ticketing software, video conferencing, email, and over the phone
You'll manage, update, and resolve issues using our issue tracking system and build/update our wiki and other documentation
You'll help manage IT’s hardware inventory, software licenses, lease agreements, service contracts, and vendor support agreements
You'll install, configure, and troubleshoot Linux / Windows / macOS operating systems, hardware, software, and peripherals
You'll work with scripts, apply system policies, and evaluate various end-user devices based on the needs of the business and different technology projects
You'll monitor, implement, enforce IT best practices, policies and procedures while maintaining confidentiality and securing operational data
You’ll manage user accounts, permissions and access rights to ensure secure and efficient access to systems and applications
In addition to normal business hours we work evenings and weekends as needed
Occasionally moderate lifting may be required; other duties may be assigned

Benefits

Competitive Compensation & Stock Option Offering
Health, Dental, Vision & Disability Coverages
HSA offering + employer contribution
401k with match
Unlimited PTO (paid time off)+ flexibility to enjoy it
Paid Parental Leave Program
Wellness perk ($100/month)
Pet Adoption Reimbursement ($300/year)
Learning & Development Opportunities
Join a team that truly lives their values (outside of the office. Cliche, we know… but we really mean it)