IT Support Engineer IV

ZoomInfo Technologies LLC•Waltham, MA

2d•Onsite

About The Position

Provides comprehensive technical support by applying substantial knowledge and experience to resolve a wide range of moderately complex issues. This role involves adapting solutions to various situations, conducting fact-finding to understand problems, and taking responsibility for service quality and timeliness. The position includes mentoring junior staff and contributing to process improvements within the support team.

Requirements

Bachelor's degree in IT field or equivalent experience preferred
Minimum 2-5 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

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.
Comply with all applicable Company policies and procedures. Regular and consistent attendance, including in-person attendance where required.
Other work as assigned by your manager or leadership.