Desktop Support Engineer - IT

Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending. Our platform is engineered for reliability and scale and harnesses the power of enterprise-level technology for businesses of all sizes
Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries. This includes a vast portfolio of global brands, such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga and TONI&GUY.
Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $80 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte’s 2020 Technology Fast 500™. We are also proud to be recognized as a Great Place to Work CertifiedTM for 2021-2022 as this reaffirms our commitment to empowering people to feel good and find their greatness. To learn more about Zenoti visit: https://www.zenoti.com
About the Role:
Desktop support engineers are IT support specialists that assist clients with hardware and software issues. Their job is to provide on-site or remote technical assistance including the setting up of computer hardware systems, installing and upgrading software, and troubleshooting basic IT issues.
Desktop Support Engineer Requirements:
Bachelor’s degree in computer science or information technology.
2 - 4 years of proven work experience as a desktop support engineer or support technician.
Advanced knowledge of computer hardware systems, chipsets, memory modules, and peripherals.
Knowledge of popular operating systems, software applications, and remote connection systems.
Ability to solve complex hardware and software issues.
Excellent interpersonal skills.
Good written and verbal communication skills.
Job Description \ Responsibilities:
Address user tickets regarding hardware, software, and networking
Troubleshoot O365 related issues
Thorough understanding of TCP/IP and networking concepts
Configure and Manage Layer 2 network switches
Configure and Manage Wireless Access Points
Troubleshoot network and wireless connectivity of corporate users
Knowledge of application transport and network infrastructure protocols.
Resolve technical problems with Local Area Networks (LAN), Wi-Fi system issues.
Manage and configure the network printers
Manage hardware and software assets
Handling Outlook and Mailbox related issues
Assist users in connecting Video conferencing applications such as Zoom, Webex, etc.
Walk customers through installing applications and computer peripherals
Ask targeted questions to diagnose problems
Guide users with simple, step-by-step instructions
Conduct remote troubleshooting
Test alternative pathways until you resolve an issue
Customize desktop applications to meet user needs
Direct unresolved issues to the next level of support personnel
Follow up with clients to ensure their systems are functional
Report customer feedback and potential product requests
Help create technical documentation and manuals
Basic knowledge on Switch, Router and Firewall functionalities.
Soft Skills:
Excellent problem-solving skills and Documentation Skills.
Proven customer service skills.
Familiarity with Information Technology Infrastructure Library (ITIL) methodologies.
Zenoti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.