IT Support Engineer: Complex Troubleshooting & Training

ZoomInfo Technologies LLC; Waltham (MA); On-site; USD 51,100 - 80,300; Full time

Job summary

ZoomInfo Technologies LLC is seeking a technical support professional to handle complex help desk inquiries, manage multiple ticket queues, and perform advanced troubleshooting across Windows and MacOS environments. The role includes remote support, client training, and collaboration on IT projects.

The ideal candidate has a Bachelor’s degree in IT or equivalent experience, 2–3 years of technical support experience, and familiarity with Active Directory and Jamf.

Qualifications

• Bachelor's degree in IT or equivalent experience preferred.
• Minimum 2-3 years of progressive technical support experience.
• Strong knowledge of Windows and MacOS environments, including Active Directory and Jamf basics.
• Proficiency in multiple remote support platforms and monitoring tools.
• Demonstrated ability to train users and create educational materials.
• Understanding of ITIL principles and service management practices.
• Excellent problem-solving skills with ability to analyze complex technical issues.
• Strong interpersonal skills for client relationship management.
• Relevant technical certifications preferred.

Responsibilities

• Handle complex help desk inquiries requiring analysis and adaptation of standard procedures.
• Manage multiple ticket queues efficiently, prioritizing based on business impact and SLA requirements.
• Perform advanced troubleshooting for desktop, hardware, and web application issues.
• Conduct comprehensive remote support sessions for multi-system technical problems.
• Develop and deliver client training on system usage and best practices.
• Contribute to knowledge base articles and process documentation improvements.
• Proactively identify system issues and coordinate appropriate response measures.
• Collaborate with other departments on technical projects and initiatives.
• Coverage for support roles during peak periods.
• Other duties as assigned. This job description is a summary of the role, not an exhaustive list of duties, and responsibilities may change at the Company’s discretion without notice.

Skills

Problem-solving

Interpersonal skills

Training abilities

Customer service mindset

Education

Bachelor's degree in IT or equivalent experience

Tools

Active Directory

Jamf

Job description

ZoomInfo Technologies LLC is seeking a technical support professional to handle complex help desk inquiries, manage multiple ticket queues, and perform advanced troubleshooting across Windows and MacOS environments. The role includes remote support, client training, and collaboration on IT projects.

The ideal candidate has a Bachelor’s degree in IT or equivalent experience, 2–3 years of technical support experience, and familiarity with Active Directory and Jamf.