About the Team
As a member of the IT Support team, you will provide support to users worldwide. Reporting to the IT Support Manager - the IT Support I will oversee Zoom's employee support activities, including: troubleshoot application and hardware issues, onboard/offboard users, provision applications and IT hardware. The IT Support I will also help support new IT projects and implementations by working with end-users and partners to ensure the success of these projects. This is a San Jose-based position. You will be required to go to the office daily. This is not a remote position. No relocation assistance is available.
About the Role

• Work as a team to provide quality IT support services to users worldwide
• Install, configure, maintain, repair, and dispose computer hardware, software, printers, desk phones, mobile devices, and similar peripherals
• Response to service issues, requests, and tasks based on priorities and established service level agreement
• Educate users on IT best practices. Understand their requirements and provide appropriate solutions
• Administer user access to IT systems/applications
• Comprehend policies, standards, and follow procedures such as incident, service request, change, asset management. Provide input to management team on improving them
• May contribute to the knowledgebase to enhance the self-help information available to users and team members
• May require lifting or carrying equipment up to 30 lbs
• Handle unforeseen situations and come up with logical solutions to these problems

About You

• Bachelor degree in Computer Science, Engineering, or MIS or equivalent work experience
• Minimum 2 years experience in providing IT support or similar technical support services to users
• Hands-on IT technical knowledge in Mac OS, Windows, G-Suite, Microsoft Office products, anti-malware, network, VPN
• IT technical knowledge in Mac OS, Windows, G-Suite, Microsoft Office products, anti-malware, network, VPN
• Certification or working knowledge in the following : Okta, Amazon WorkSpaces or similar VDI solution, Sophos, and Zoom is a plus
• Working knowledge of IT troubleshooting tools and techniques
• Problem-solving skills with a focus on accuracy
• Unquestionable integrity in handling confidential information
• Good business to document results, instructions, and recommendations, basic technical information verbally and in writing to non-technical personnel
• Good customer service skills to understand issues and provide solutions and diagnose complicated problems with users and follow-up or escalate unresolved issues to the next level in the team

Benefits
At Zoom, we care about our employees, their families, and their well-being. As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways.
Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom's values. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law.
We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.
All your information will be kept confidential according to EEO guidelines.
Zoom requires all U.S. employees who will work in person at a Zoom office, attend in-person Zoom meetings or have in-person customer meetings to be fully vaccinated. Zoom will consider requests for reasonable accommodations for religious or medical reasons as required under applicable law.
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