IT Support Engineer

As an IT Support Engineer at Zip, your main responsibilities will include providing technical assistance and troubleshooting for both macOS and Windows systems, administering popular SaaS platforms like Google Workspace and Zoom, managing hardware assets, and supporting LAN/WLAN connectivity issues. You'll also handle the creation and maintenance of comprehensive IT documentation.

To apply for the IT Support Engineer position at Zip, candidates should have proven experience in IT support, particularly with macOS systems. Knowledge of networking concepts for troubleshooting connectivity issues, familiarity with Single Sign-On (SSO) frameworks, and strong analytical troubleshooting skills are crucial. Excellent communication abilities and a curiosity to learn new technologies will set you apart!

The IT Support Engineer position at Zip operates on a hybrid model, which means you will work in the office for three days a week while enjoying the flexibility to work remotely the other days. This setup allows for collaboration with your team while also offering the comfort of working from home.

The salary range for the IT Support Engineer position at Zip is between $72,000 to $90,000 USD, depending on factors like experience, skills, and overall job-related knowledge. In addition to the base salary, you may also receive additional benefits including bonuses, equity awards, and comprehensive health coverage.

As an IT Support Engineer at Zip, you can expect a variety of benefits including a flexible work culture, 20 days of PTO each year, generous paid parental leave, wellness subscriptions, and comprehensive health insurance. You'll work in a casual environment and be supported by a company that values diversity and inclusion!

When answering this question, you should outline the steps you take in your troubleshooting process, such as identifying the issue, gathering information from the user, testing potential solutions, and communicating clearly throughout the process. Emphasize your analytical skills and customer-first mindset.

Here, you should discuss your hands-on experience with macOS, detailing specific tasks you've performed such as system management, software installation, or troubleshooting macOS-specific issues. Include any relevant training or certifications you might have.

Provide examples of how you manage your time effectively, highlight your organizational skills, and mention specific methodologies you use for prioritization—like impact assessment or urgency levels. This showcases your ability to stay calm and focused under pressure.

When responding, share a specific example where your initiative led to measurable improvement, whether in efficiency or user satisfaction. Explain your approach to identifying the opportunity and implementing the solution, emphasizing metrics or feedback that demonstrate success.

Discuss your approach to conflict resolution, focusing on the importance of empathy, active listening, and clear communication. Provide an example of a difficult scenario you managed effectively, maintaining professionalism and a solution-oriented mindset.

Mention specific SaaS tools such as Google Workspace, Zoom, or Slack that you have experience with. Discuss how you've administered these platforms, including user management or troubleshooting issues, emphasizing the importance of seamless user experience.

If you have Azure experience, highlight any specific tasks you’ve performed, such as managing cloud resources or using Azure’s tools for identity and access management. If not, express your willingness to learn and elaborate on related experiences.

Explain the value of clear documentation in IT processes and how it supports team efficiency. Provide examples of documentation you’ve created, like knowledge base articles or troubleshooting guides, and emphasize how you keep it updated.

Discuss your familiarity with essential networking concepts like IP addressing, DNS, or SSO frameworks. Provide examples of how your understanding has helped you troubleshoot connectivity issues effectively in past roles.

Express excitement about Zip's mission and values, the importance of their services, and how your skills align with the needs of their Internal IT team. Mention specific aspects of their culture or benefits that resonate with you.