Zinnia - Senior Desktop Support Engineer (4-7 yrs)

Who We Are.

Zinnia is the leading technology platform for accelerating life and annuities growth.

With innovative enterprise solutions and data insights, Zinnia simplifies the experience of buying, selling, and administering insurance products.

All of which enables more people to protect their financial futures.

Our success is driven by a commitment to three core values: be bold, team up, deliver value - and that we do.

Zinnia has over $180 billion in assets under administration, serves 100+ carrier clients, 2500 distributors and partners, and over 2 million policyholders.

Who You Are :

- Play a key role in the design, development/configuration, unit testing, installation, and ongoing maintenance of Zinnia hardware and software platforms.

- Solution Engineers work with stakeholders to develop solutions and/or products that fulfil the needs of internal stakeholders and clients.

- Those solutions and/or products help Zinnia and our clients to be more efficient and provide better service to end customers.

- Solution Engineers interact directly with project leaders, business stakeholders, and may periodically interact directly with clients.

- Solution Engineers will facilitate, lead, and enable more junior team members by acting as a mentor for soft skills and/or technical subject matter expert.

- Solution Engineers will frequently work across multiple platforms to drive, define, and facilitate platform architecture and standards.

- Solution Engineers stay abreast of industry trends and advocate, educate, and drive the organization to new technologies.

What You'll Do :

- Install new / rebuild existing servers and configure hardware, peripherals, services, storage, etc.
in accordance with standards and project requirements.

- Install and configure systems such as Windows / Linux Server and Cisco Devices.

- Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, and verifying completion of scheduled jobs such as backups.

- Perform daily backup operations, ensuring all required file systems and system data are successfully backed up.

- Perform regular file archival and purge as necessary.

- Create, change, and delete user accounts per request.

- Provide Tier II/other support per request, investigate and troubleshoot issues.

- Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities.

- Configure / add new services as necessary.

- Perform ongoing performance tuning, hardware upgrades, and resource optimization as required.

- Configure CPU, memory, and disk partitions as required.

- Repair and recover from hardware or software failures.

- Coordinate and communicate with impacted users and team members.

What You'll Need :

- Should have a minimum of 4-7 years experience in IT Operations/Desktop support.

- Good Technical knowledge of IT Infrastructure, IT Operations, Hardware and Networking.

- Asset management, reporting/dashboard reporting, and team management.

- Basic knowledge of servers (VMware, AD, DNS, DHCP, and file servers), SCCM, networks, and security.

- Excellent skills in Microsoft Windows, Hardware, and Software troubleshooting.

- Ability to perform full Deskside Technician role including supporting all types of IT equipment, troubleshooting and resolving hardware and software issues, smart hands support, printer, mobile device, VIP user, and video conferencing support.

- Ensure regular Inventory audits are completed including store room audits and maintain/update IT Asset Inventory trackers.

- Should have an understanding of AWS EC2, S3, VPC, IAM, RDS, Lambda, CloudFormation, load balancer ALB, NLB, CLB, VPN AWS Cli, Cloud watch, Auto Scaling, Route 53, IAM, AMI, EBS, SNS, Alarm, Billing, etc.

- Ensure regular audits are completed for Critical IT equipment, Network links stability, and Video conferencing devices and share updated reports daily.

- Excellent collaboration skills to coordinate and work with OEMs, Vendors, ISPs, Infrastructure, and Offshore/Onshore Teams.

- Experience with ITIL process for Incident, Problem, and Change management, understanding of Root Cause Analysis methods.

- Queue monitoring and management to ensure workload is balanced and is completed within SLA.

- Knowledge of and experience with MS Office and Reports Management.

- Excellent Communication (written, verbal, and listening) skills with fluency in English.

- Should possess Leadership, People Management, Strategic Planning, Organizing, Analytical, Problem-solving, and Time management skills.