INTRODUCTION:

The Zebra, named a Best Place to Work in Austin four years running, is revolutionizing how connected consumers research and shop for insurance. We intentionally strive to build diverse teams that feel inclusive for all. Our motto is “All Stripes Welcome,” and we put that into practice by valuing both traditional and non-conventional backgrounds and perspectives. Our Zeebs are passionate about learning, growing, & working together to tackle exciting problems.
We’re seeking a Support Engineer to join our team. In this role you will research and solve staff problems, work on automation and scripting, document processes and procedures accordingly. You will serve as a primary technical contact on 1st/2nd line for the business and act as the IT liaison to other departments (or vendors). While maintaining a customer-first approach, this role will handle a lot of actual system administration as well. A positive attitude, strong customer-focus, an ability to handle multiple projects, and enjoy geeking out over Star Wars & gaming are keys to success.
Reporting directly to the IT Manager, you will work closely with all other teams at The Zebra to help run, maintain, integrate multiple systems and automate all the things while staying on top of our Zeebs’ needs.

EXPERIENCE THAT WILL IMPRESS THE HECK OUT OF US:

• Microsoft 365 / Azure certification(s)
• Experience with Microsoft’s InTune / Autopilot
• Experience with the Atlassian suite (Jira, Confluence, etc.)
• Experience with virtualization technologies (Azure Virtual Desktop. AWS WorkSpaces, vmWare)
• Strong knowledge of IaaS / SaaS systems like Google Workspace, Okta, Slack, and others.

WHAT YOU’LL DO:

• You’ll triage, prioritize, and resolve incoming IT support requests with a strong focus on customer satisfaction
• You’ll provide technical assistance / manage our standard endpoints (macOS / Windows / Linux), IaaS / SaaS environments (Google, Azure, Slack, Genesys Cloud, etc.) via in person, chat, ticketing software, video conferencing, email, and over the phone
• You’ll manage, update, and resolve issues using our issue tracking system and build/update our wiki and other documentation
• You’ll help manage IT’s hardware inventory, software licenses, lease agreements, service contracts, and vendor support agreements
• You’ll install, configure, and troubleshoot macOS / Windows / Linux systems, hardware and software, and peripherals
• You’ll create scripts, system policies, platform integrations and evaluate various end-user devices based on the needs of the business and different technology projects
• You’ll monitor, implement, enforce IT best practices, policies and procedures while maintaining confidentiality and securing operational data
• You’ll manage user accounts, permissions and access rights to ensure secure and efficient access to systems and applications
• Occasionally moderate lifting may be required; other duties may be assigned

As we evaluate candidates across all roles, we look for folks who have a strong sense of ownership, great communication and collaboration skills, and a dedication to continuous improvement.

• You’ve worked 3+ years in IT support or related role and have a Bachelor’s degree in CS (or equivalent experience)
• You’re able to communicate and collaborate effectively with technical and non-technical individuals, are organized, and love providing awesome customer service
• You’re able to work under pressure, independently as well as part of a team, in a fast-paced environment
• You’re able to continually assess, prioritize and solve multiple problems
• You’re comfortable with installing, configuring, and fixing PC hardware and software
• You consider yourself highly knowledgeable with macOS, Windows, Linux and Microsoft 365
• You’ve studied and used Information Systems security principles
• You’ve used Help Desk Issue Tracking Systems to assign, delegate, and/or resolve end-user issues
• Bonus points if you have experience with email management (Gmail), are familiar with MS365, the Atlassian suite (Jira, Confluence, etc.