IT Support Engineer, ZoomInfo
$51.1-80.3k
Some travel may be required
5 days a week in office (Waltham, MA)
Market intelligence and contact details database
Be an early applicant
Market intelligence and contact details database
1001+ employees
Be an early applicant
$51.1-80.3k
Some travel may be required
5 days a week in office (Waltham, MA)
1001+ employees
Company mission
To unlock the growth potential of professionals and businesses with a modern end-to-end revenue operating system.
Role
Who you are
- Bachelor's degree in IT field or equivalent experience preferred
- Minimum 2-5 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
What the job involves
- Provides comprehensive technical support by applying substantial knowledge and experience to resolve a wide range of moderately complex issues
- This role involves adapting solutions to various situations, conducting fact-finding to understand problems, and taking responsibility for service quality and timeliness
- The position includes mentoring junior staff and contributing to process improvements within the support team
- This role is fully in-office, requiring on-site presence five (5) days per week at our Waltham ZoomInfo office during standard business hours
- You'll 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
- Comply with all applicable Company policies and procedures. Regular and consistent attendance, including in-person attendance where required
- Other work as assigned by your manager or leadership
- The information in this job description represents a summary of the role and is not intended to be a comprehensive list of job duties. Responsibilities and duties of the position may change without notice at the Company’s discretion
Our take
It was only a few years ago when B2B sales teams relied on warm introductions and contact books. Now, cloud-based CRM, automation and Big Data are critical tools for any selling process. ZoomInfo’s B2B contact base has played a massive part in that journey.
The company primarily helps salespeople find potential customers. Crucially, ZoomInfo then leverages technology to help make that approach as successful as possible. Think contact details of the most likely budget holder at that company, signal for when and how to approach and crucial updates on the company’s fortunes.
ZoomInfo has grown significantly over the previous few years and is now shifting its approach to pursue more inorganic growth through mergers and acquisitions, acquiring several companies in 2022, including the job recruitment website Comparably.
The risk for ZoomInfo is that these moves represent expansion beyond its traditional strengths in top-of-funnel customer acquisition. The company will need to ensure that it maximises synergies in order to win in these markets. The company has expanded operations in India and is set to see further expansion, as indicated by its appearance on the Fortune Future 50 list of robust and growing companies in 2023.
Freddie
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (1 round)
Jul 2004
$7m
SERIES A
Total funding: $7m
Company benefits
- Benefits for the Best You - We want our employees and their families to thrive. In addition to comprehensive benefits we offer holistic mind, body and lifestyle programs designed for overall well-being
- Base Pay - We attract and retain the best talent with competitive compensation that aligns with industry benchmarks and merit programs yearly for promotions and salary increases based on performance, time in role, and position to market
- Bonus - When you crush it, we like to celebrate! Bonuses are awarded annually in connection with company and individual performance
- Equity - We offer each employee a generous equity award in the form of RSUs, so they can directly feel the results and success of their hard work
- Vacation & Time Off - We know everyone's needs are different so we offer flexible paid time off plans including an unlimited vacation option for many employees
- Hybrid Working Model - We offer flexible hybrid remote working models to promote equity, employee wellness, and work life balance
Company HQ
Vancouver
Leadership
Henry Schuck
(Founder & CEO)Originally founded DiscoverOrg which went on to become ZoomInfo through an acquisition in 2019.
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