IT Support Engineer

About the role

ZoomInfo is seeking an IT Support Engineer to join our team in Waltham. You will manage technical inquiries, maintain system efficiency, and provide support across our office environment. In this position, you will serve as the primary technical contact for end-users, diagnosing and resolving incidents to maintain seamless daily operations. The role requires a proactive mindset to identify patterns in issues and contribute to long-term process improvements. You will leverage your technical skills to ensure that hardware, software, and network resources remain available and performant. Collaboration with cross-functional teams will be essential to align IT services with business objectives. This position is integral to minimizing downtime and maximizing user productivity across the organization.

Key facts

What you'll do

• Resolve complex help desk tickets by analyzing issues and adapting standard procedures to fit specific scenarios.
• Prioritize ticket queues based on business impact and service level agreements to ensure critical needs are addressed promptly.
• Troubleshoot hardware, desktop, and web application problems using systematic diagnostic techniques.
• Conduct remote support sessions for multi-system technical issues while maintaining clear communication with users.
• Train users on system best practices and create educational materials that simplify complex technical concepts.
• Update knowledge base articles and improve internal processes to reflect current solutions and workflows.
• Monitor systems to identify and address issues proactively before they escalate into major disruptions.
• Partner with other departments on technical initiatives and provide coverage during peak periods to maintain service continuity.
• Perform software installations, updates, and configurations across diverse operating systems and applications.
• Document all support activities and interactions to maintain accurate records for future reference and auditing.
• Assist in the deployment of new hardware and software tools to support evolving business requirements.
• Analyze system logs and user feedback to identify root causes and recurring issues that require intervention.
• Collaborate with third-party vendors and internal stakeholders to resolve issues that extend beyond standard support scope.
• Maintain a high level of professionalism and responsiveness when handling sensitive user data and confidential information.

Requirements

• Minimum 2-3 years of technical support experience in a similar role to demonstrate foundational competence.
• Proficiency in Windows and MacOS environments to provide comprehensive support across common platforms.
• Experience with Active Directory and Jamf to manage user accounts, permissions, and device configurations.
• Familiarity with ITIL principles and service management to align support practices with industry standards.
• Ability to analyze complex technical problems and translate them into actionable solutions for non-technical users.
• Bachelor degree in IT or equivalent work experience that provides a comparable level of knowledge and skills.
• Strong written and verbal communication skills to interact effectively with users at all organizational levels.
• Capacity to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Willingness to adhere to established support procedures and follow documented workflows consistently.
• Commitment to maintaining a customer-focused attitude when resolving issues and interacting with colleagues.

Nice to have

• Relevant technical certifications that validate advanced knowledge in specific technologies or platforms.

Practical notes

• Some travel may be required for this position depending on organizational needs and operational demands.
• The role is based in a standard office environment with access to necessary equipment and resources.
• Compensation includes base salary plus potential for bonus, commission, and equity based on performance and company results.
• The company may use a software-based assessment during the hiring process to evaluate technical and cognitive skills.
• ZoomInfo is an equal opportunity employer that values diversity and inclusion in all employment practices.

This position offers the opportunity to grow within a dynamic technology organization while contributing to critical support functions. The successful candidate will play a key role in ensuring that technical infrastructure supports business operations effectively. Daily responsibilities will involve a mix of direct user support, system monitoring, and process improvement initiatives. The role requires a balance of independent work and collaboration with team members to achieve shared goals. Professional development will be encouraged through exposure to new technologies and support methodologies. Candidates should be prepared to engage with a variety of technical challenges on a regular basis. The position is suited for individuals who enjoy solving problems and delivering high-quality service to internal customers. Consistent performance in this role may lead to additional responsibilities and career advancement opportunities within the company.