As a senior member of the IT Support team you will provide support to users worldwide. At Zoom we have the ability to deliver market-shifting features in our platform. At the same time our team moves fast, continuously improves, and delivers results. You are joining a fast pace team that deliver and enable employees with the tools they need to be successful at Zoom. This position will sit in our Denver, CO office and will require the resource to work in the office.
Work as a team to provide timely and quality IT support services to users worldwide
Install, configure, maintain, support, repair, and dispose computer hardware, software, printers, desk phones, mobile devices, and similar peripherals
Response to service issues, requests, and tasks based on priorities and established SLA
Educate users on IT best practices. Understand their requirements and provide appropriate solutions
Administer user access to IT applications and systems
Comprehend policies, standards, and follow procedures such as incident, service request, change, asset management, etc. Provide inputs to management team on improving them
Contribute to the knowledge base to enhance the self-help information available to users and team members
Provide coaching to junior team members
May require to lead small IT projects or own certain sub-functions, e.g. new hire process, system imaging, user training, etc.
May require lifting or carrying equipment up to 30 lbs
Bachelor degree in Computer Science, Engineering, or MIS or equivalent work experience
Minimum 4 years experience in providing IT support or similar technical support services to users in a fast pace and dynamic environment
Excellent written and verbal communications
Possess a professional attitude and work ethic in addition to being well organized and efficient
Ability to deal with unforeseen situations and come up with logical solutions to these problems
Excellent hands-on IT technical knowledge in Windows, Mac, G-Suite, Microsoft Office products, anti-malware, network, VPN, etc.
Certification or proven working knowledges in the following is a plus: ITIL, project management, scripting, Okta, Workspace One, Sophos, and Zoom
Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom’s values. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law.
We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.
All your information will be kept confidential according to EEO guidelines.
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