Technical Support Engineer

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 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 to be in the office at least 3 days per week.

What youll do:

• Provides exceptional tier 2 deskside and remote support to Zelis users.

• Provides 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 3rd party vendors to resolve technical issue

• 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 youll need:

• Bachelors 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 OSs 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 .

• 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

Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.

Location and Workplace Flexibility

We have offices in Atlanta GA Boston MA Morristown NJ Plano TX St. Louis MO St. Petersburg FL and Hyderabad India. We foster a hybrid and remote friendly culture and all our employees work locations are based on the needs of the position and determined by the Leadership -office work and activities if applicable vary based on the work and team objectives in accordance with Company policies.