ZoomInfo · 1 day ago
IT Support Engineer IV
Waltham, MA
Full-time
Onsite
Entry, Mid Level
$51K/yr - $80K/yr
2+ years expZoomInfo is a Go-To-Market Intelligence Platform that empowers businesses to grow faster with AI-ready insights and advanced automation. The IT Support Engineer IV role involves providing comprehensive technical support, mentoring junior staff, and contributing to process improvements within the support team. The position requires handling complex help desk inquiries, managing multiple ticket queues, and delivering client training on system usage.
AnalyticsInformation ServicesLead GenerationMarketing
Responsibilities
Handle complex help desk inquiries requiring analysis and adaptation of standard procedures
Manage multiple ticket queues efficiently, prioritizing based on business impact and SLA requirements
Perform advanced troubleshooting for desktop, hardware, and web application issues
Conduct comprehensive remote support sessions for multi-system technical problems
Develop and deliver client training on system usage and best practices
Contribute to knowledge base articles and process documentation improvements
Proactively identify system issues and coordinate appropriate response measures
Collaborate with other departments on technical projects and initiatives
Coverage for support roles during peak periods
Comply with all applicable Company policies and procedures. Regular and consistent attendance, including in-person attendance where required
Other work as assigned by your manager or leadership
Qualification
Required
Minimum 2-5 years of progressive technical support experience
Strong knowledge of Windows and MacOS environments, including Active Directory and Jamf basics
Proficiency in multiple remote support platforms and monitoring tools
Demonstrated ability to train users and create educational materials
Understanding of ITIL principles and service management practices
Excellent problem-solving skills with ability to analyze complex technical issues
Strong interpersonal skills for client relationship management
Preferred
Bachelor's degree in IT field or equivalent experience preferred
Relevant technical certifications preferred
Benefits
Comprehensive benefits
Holistic mind, body and lifestyle programs designed for overall well-being
Company
ZoomInfo
ZoomInfo offers a platform for accessing business contact information, company profiles, and sales intelligence tools.
1001-5000 employees
H1B Sponsorship
ZoomInfo has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (74)
2024 (67)
2023 (51)
2022 (115)
2021 (81)
2020 (10)
Funding
Current Stage
Public CompanyTotal Funding
$8.55MKey Investors
TA AssociatesVenrock
2024-04-01Post Ipo Equity· $1.55M
2020-06-04IPO
2019-02-04Acquired
Leadership Team
Henry Schuck
CEO & Founder
Filip Popovic
Chief Technology Officer
Recent News
Venrock
2025-12-31
Company data provided by crunchbase