Sr. Support Engineer I

WHO WE ARE:

Zinnia is the leading technology platform for accelerating life and annuities growth. With innovative enterprise solutions and data insights Zinnia simplifies the experience of buying selling and administering insurance products. All of which enables more people to protect their financial futures. Our success is driven by a commitment to three core values: be bold team up deliver value and that we do. Zinnia has over $180 billion in assets under administration serves 100 carrier clients 2500 distributors and partners and over 2 million policyholders.

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 YOULL 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 YOULL 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.

WHATS 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 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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