# IT Support Engineer

**Company:** [ZoomInfo](https://hotfix.jobs/companies/zoominfo)
**Location:** Waltham, MA
**Role:** IT Support
**Salary:** $51k – $80k/yr
**Experience:** 2+ years
**Skills:** Windows, macOS, active directory, Jamf, remote support platforms, monitoring tools, itil, technical support
**Posted:** 2026-07-16

> Provide advanced technical support as an IT Support Engineer, handling complex help desk tickets, troubleshooting desktop/hardware/web issues, delivering user training, and contributing to knowledge base documentation. Requires 2-3 years of progressive technical support experience and strong knowledge of Windows/MacOS environments.

## Job Description

## What You'll Do
- 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.

## What You Bring
- Bachelor's degree in IT field 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.

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**Apply:** https://hotfix.jobs/jobs/304a0ea8-37e0-4f4c-ad8a-33512803a800
**Canonical:** https://hotfix.jobs/jobs/304a0ea8-37e0-4f4c-ad8a-33512803a800