IT Support Engineer

Zephyr is the first tech-enabled home services platform designed to empower technicians and delight homeowners. We are focused on perfecting the home services experience from the inside out. We do this by investing in our technicians to consistently deliver trusted service through our local brands. Zephyr combines operational excellence, digital intelligence, and enhanced talent development practices to create the best environment for HVAC, Plumbing, and Electrical technicians to practice their craft. A better technician experience leads to a better customer experience.

About the Role

As an IT Support Engineer, you will be a founding member of a forward-thinking IT team at Zephyr. You’ll have a unique opportunity to support the daily IT needs of the Zephyr Home Office and Local Brand employees in this hybrid role. Your influence will be felt throughout the organization as you identify the IT needs of our teams you’ll identify, develop, and automate the systems needed to implement the information systems that will drive growth at Zephyr. Local or Remote, you’ll be there to support. This is a full-time role that will report to the Director of IT You’ll be remote with monthly travel to our Local Brand offices.

What You'll Do

• Provide up to L1/L2 support for technical issues across our environment, with a focus on end-user experience
• Triage, delegate, and resolve support issues in Jira Service Management while serving as an Atlassian Administrator for all Jira products and projects.
• Partner with teams across the organization to plan and deploy scalable information systems focusing on operational efficiency. Use proven analytical skills to extract actionable insights from data to support informed decision-making in the Technology organization Own the IT portion of Zephyr's new hire experience
• Educate partner teams, teammates, and stakeholders about our current IT Systems and upcoming initiatives.
• Accept and provide feedback on IT systems to ensure Zephyr IT’s continuous improvement
• Travel to Local Brand offices for employee support, inventory management, and new project rollouts

Who You Are

• 4+ years of relevant IT support/Engineering experience
• Deep understanding of employing a troubleshooting methodology to resolve complex technical issues
• Advanced knowledge of desktop operating systems; macOS, Windows
• Experience with administration of communication platforms; Google Workspace, Slack, Teams, Zoom
• Experience managing relevant an MDM suite: Jamf, Kandji, Intune, Workspace One, Azure, etc
• Experience with SSO user support and familiarity with SSO application integrations. An understanding of relevant single sign-on security standards: Oauth 2.0, OIDC, SAML, SCIM, etc. 
• Demonstrated knowledge of corporate networking and enterprise infrastructure with a commitment to infrastructure improvements
• A thoughtful communicator, able to explain issues quickly and efficiently to technical and non-technical audiences
• Experience creating wiki documentation and knowledge-based articles 
• Customer-focused mindset and commitment to IT user experience

The pay for this position is between $90,000 and $100,000/year depending on job-related knowledge, skills, experience, and location. Bonus and other incentive pay may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, depending on the position offered. 

Benefits and Perks:

• Competitive Pay: Significant base salary and bonus opportunity
• Benefits: We offer top-notch benefits!
• Various medical, dental & vision plans, including 100% employer covered options for you and your family
• 401(k) match up to 3.5%
• 100% Company paid long & short-term disability and life insurance
• Cell phone reimbursement and work-from-home stipend
• Flexible spending accounts for health and dependent care
• Training and Career Growth: We are scaling quickly and would support this person’s career growth and development
• Paid Time Off: Company paid holidays, unlimited PTO, and a paid Parental Leave Policy

Zephyr and it's companies are proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected status in accordance with applicable law.