IT Support Engineer II, Helpdesk
IT Support Engineer II, Helpdesk
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Job Description
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 ARE YOU:
The IT Support Engineer I Helpdesk is the first point of contact for customers seeking technical assistance. This role involves providing basic support and troubleshooting such as password resets printer configurations and break/fix instructions. The technician will also escalate issues to higherlevel support as needed.
WHAT YOU WILL DO:
Respond to customer inquiries: Answer Slack messages Emails and phone calls to gather information about technical issues.
Basic troubleshooting: Provide initial support for common technical problems including password resets printer configurations and software installations.
Ticket routing: Escalate unresolved issues to Level 2 and Level 3 support teams.
Documentation: Maintain accurate records of customer interactions and problem resolutions in the ticketing system and when required update SOPs.
Customer service: Ensure a positive customer experience by providing timely and effective support.
WHAT YOU WILL NEED:
Technical knowledge: Basic understanding of computer systems networks and software applications.
Communication skills: Excellent verbal and written communication skills to interact effectively with customers.
Problemsolving: Ability to diagnose and resolve basic technical issues.
Customer service orientation: Strong focus on providing a positive customer experience.
Teamwork: Ability to work collaboratively with other support teams.
Experience: Minimum 35 years of previous experience in a customer support or IT helpdesk role.
Certifications: CompTIA A ITIL Foundation or similar certifications.
Education: Bachelors Degree preferably in Computer Science Information Technology or a related field
WHATS IN IT FOR YOU
At Zinnia you collaborate with smart creative professionals who are dedicated to delivering cuttingedge 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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Employment Type
Full Time