IT Support Engineer II

Support Engineer

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 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 (or vendors). While maintaining a customer-first approach, this role will handle a lot of actual system administration as well. A positive attitude, strong customer-focus, an ability to handle multiple projects, and enjoy geeking out over Star Wars & gaming are keys to success.

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.

Location & Hours

Location: This is a position that requires in-person presence 80% of your working hours in our office in Austin, TX.

Hours: In this position, we will ask that you work four, ten hour shifts. The schedule will be Monday, Tuesday and Friday 10am - 8pm in-office and Saturday you are able to work from home 9am - 7pm. *This shift may be adjusted to meet business needs.

What You'll Do

1. You'll triage, prioritize, and resolve incoming IT support requests with a strong focus on customer satisfaction
2. 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
3. You'll manage, update, and resolve issues using our issue tracking system and build/update our wiki and other documentation
4. You'll help manage IT's hardware inventory, software licenses, lease agreements, service contracts, and vendor support agreements
5. You'll install, configure, and troubleshoot macOS / Windows / Linux systems, hardware and software, and peripherals
6. You'll create scripts, system policies, platform integrations and evaluate various end-user devices based on the needs of the business and different technology projects
7. You'll monitor, implement, enforce IT best practices, policies and procedures while maintaining confidentiality and securing operational data
8. You'll manage user accounts, permissions and access rights to ensure secure and efficient access to systems and applications
9. Occasionally moderate lifting may be required; other duties may be assigned

What We're Looking For

As we evaluate candidates across all roles, we look for folks who have a strong sense of ownership, great communication and collaboration skills, and a dedication to continuous improvement.

• You've worked 3+ years in IT support or related role and have a Bachelor's degree in CS (or equivalent experience)
• You're able to communicate and collaborate effectively with technical and non-technical individuals, are organized, and love providing awesome customer service
• 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 macOS, Windows, Linux and Microsoft 365
• You've studied and used Information Systems security principles
• You've used Help Desk Issue Tracking Systems to assign, delegate, and/or resolve end-user issues
• Bonus points if you have experience with email management (Gmail), are familiar with MS365, the Atlassian suite (Jira, Confluence, etc.)

Experience That Will Impress The Heck Out Of Us

• Microsoft 365 / Azure certification(s)
• Experience with Microsoft's InTune / Autopilot
• Experience with the Atlassian suite (Jira, Confluence, etc.)
• Experience with virtualization technologies (Azure Virtual Desktop. AWS WorkSpaces, vmWare)
• Strong knowledge of IaaS / SaaS systems like Google Workspace, Okta, Slack, and others.

Benefits & Perks

Inclusive and healthy environments are crafted intentionally. All of our employees can join and participate in (or create your own!) Employee Resource Groups. Here are some other wonderful perks of working here:

• 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)

Compensation: The base salary range for this position is $70,000 - $82,000 per year. The final salary amount will be determined based on a variety of factors, including experience, skills, internal equity, and insights gained throughout the interview process.

About The Zebra

The Zebra is the nation's leading, independent insurance comparison site. With our dynamic, real-time quote comparison tool, consumers can identify insurance companies with the coverage, service level, and pricing to suit their unique needs. Headquartered in Austin, Texas, The Zebra has sought to bring transparency and simplicity to insurance shopping since 2012 -- it's "insurance in black and white."

We've garnered attention and investment from some of the nation's top venture capitalists.

Our core mantra is "All Stripes Welcome." As part of our dedication to maintaining an inclusive and diverse workforce, we provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability or genetics. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform core job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation!