Technical Support Engineer

Tier 2 Technical Support

Provide tier 2 technical support for Zelis associates. Support in office events by coordinating with meeting stakeholders and accommodating their technology needs.

If you have a passion for solving problems with a focus on technology, this role is perfect for you. We seek a motivated and driven candidate to deliver a world-class experience for our associates. In this role, you will act as an advocate for our associates, advising on how to leverage technology to drive business value.

Please note: this position has been designated as a hybrid-office role. This role is required to be in the office at least 3 days per week.

What you'll do:

• Provide exceptional tier 2 deskside and remote support to Zelis users.
• Provide installation, configuration, maintenance and troubleshooting support of computer hardware, software, audio/visual, networks, printers, and computer peripherals.
• Troubleshoot remote/on-site network connectivity problems e.g., VPN.
• Perform laptop imaging and configuration utilizing Intune Autopilot.
• Configure mobile devices for Intune MDM/MAM.
• Coordinate hardware warranty repair with vendors and external services such as Dell.
• Collaborate with third party vendors to resolve technical issues.
• Creating and updating technical documentation and user-facing documentation where applicable.
• Take ownership of small and large projects, working with various internal/external teams to accomplish goals.
• Be an advocate for our users, understand their challenges, and look to remove blockers.
• Make data driven, empathetic decisions, and take a holistic collaborative approach to decision making.
• Adhere to best practices with ticket management.
• Strong understanding and skills in SLA, KPI Management.

What you'll need:

• Bachelor's degree in computer science, systems management, information systems, or 3+ years of experience in a related field, and/or applicable technical certificate.
• Experience in IT end user support and systems experience.
• Self-motivated, willing to learn and stay up-to-date with technology.
• Experience with various Windows OS's, Office 365, and other Microsoft family products.
• Experience handling remote VPN access technology, two-factor authentication and troubleshooting.
• Experience in a related role requiring timeliness, customer service, organization, prioritization, troubleshooting, and working independently to successfully install, configure, maintain, and support Windows and/or Mac desktop operating systems and software.
• Strong and effective customer relationship management skills and process/practice experience.
• Ability to distill complex information into easy-to-understand explanations to a variety of personnel, including the creation of "How to" guides and step by step instructions.
• Experience with A/V systems and troubleshooting preferred but not required.
• Be a self-starter with a passion for technology and a desire to continue to learn.

Nice to have:

• Knowledge of ITIL methodology is preferred.
• Prior experience supporting end user support and systems in a large, geographically dispersed enterprise environment.
• Enterprise desktop support, Microsoft Active Directory, Entra, Intune.
• Experience with supporting MacOS in enterprise environment.
• Experience with MFA (DUO, Okta, MS authenticator).
• Experience supporting environments with VPN infrastructure.