IT Support Engineer II (Hybrid in ATX)

📋 Description

• • The Zebra, recognized as a Best Place to Work in Austin for four consecutive years, is at the forefront of transforming how connected consumers research and purchase insurance. We are deeply committed to cultivating diverse teams where inclusivity is paramount. Our guiding principle, "All Stripes Welcome," is actively practiced by valuing a wide array of traditional and non-traditional backgrounds and perspectives. Our team members, known as Zeebs, are characterized by their passion for learning, professional growth, and collaborative problem-solving.
• • We are seeking a skilled IT Support Engineer II to join our dynamic team. In this pivotal role, you will be instrumental in researching and resolving staff-related technical issues, driving automation initiatives through scripting, and meticulously documenting processes and procedures. You will serve as a primary technical point of contact for the business, handling both first and second-line support, and acting as the IT liaison to various departments and external vendors.
• • Maintaining a steadfast customer-first approach, this position will also involve significant system administration responsibilities. Success in this role hinges on a positive attitude, a strong customer-centric mindset, and a high degree of adaptability to evolving needs and technologies. Reporting directly to the IT Manager, you will collaborate closely with all teams across The Zebra to ensure the seamless operation, maintenance, and integration of multiple systems, while simultaneously automating processes and addressing the needs of our Zeebs.
• • This hybrid position requires a significant in-office presence, approximately 80% of your working hours, at our Austin, TX office. All new hires will be expected to relocate to Austin, Texas within six weeks of their start date, underscoring the importance of local collaboration and team integration.
• • Your day-to-day responsibilities will include triaging, prioritizing, and resolving incoming IT support requests with an unwavering focus on customer satisfaction. You will provide comprehensive technical assistance and manage our standard endpoints, encompassing macOS, Windows, and Linux environments. This extends to managing IaaS and SaaS platforms such as Google Workspace, Azure, Slack, Genesys Cloud, and others.
• • You will deliver support through various channels, including in-person interactions, chat, ticketing software, video conferencing, email, and telephone. A key part of your role will involve managing, updating, and resolving issues within our issue tracking system, as well as contributing to the development and maintenance of our internal wiki and other crucial documentation.
• • You will play an active role in managing IT's hardware inventory, software licenses, lease agreements, and service contracts with vendors. This includes ensuring timely renewals and effective vendor relationship management.
• • The role requires hands-on installation, configuration, and troubleshooting of Linux, Windows, and macOS operating systems, along with associated hardware, software, and peripherals. You will be involved in scripting, applying system policies, and evaluating various end-user devices to align with business requirements and ongoing technology projects.
• • A critical aspect of your contribution will be monitoring, implementing, and enforcing IT best practices, policies, and procedures, while upholding strict confidentiality and securing operational data. You will manage user accounts, permissions, and access rights to guarantee secure and efficient access to all necessary systems and applications.
• • While normal business hours are standard, flexibility is required as you may occasionally work evenings and weekends to address critical issues. Additionally, occasional moderate lifting may be necessary, and other duties as assigned will contribute to the overall IT function.
• • We are looking for individuals who demonstrate a strong sense of ownership, possess excellent communication and collaboration skills, and are committed to continuous improvement. Your ability to assess, prioritize, and solve multiple problems effectively under pressure, both independently and as part of a team in a fast-paced environment, will be essential. You should be comfortable with installing, configuring, and troubleshooting PC hardware and software, with a particular strength in Linux and macOS, alongside proficiency in Windows OS and Microsoft 365. Familiarity with Information Technology Infrastructure Library (ITIL) best practices and experience using Help Desk Issue Tracking Systems are also key requirements.