Job Summary:
Working as a part of our technology team, the Technical Support Engineer will be responsible for providing best in class support to our end users and maintaining our next generation cloud platforms. Reporting to the Director of IT Operations and Delivery, you will have direct access to the CTO and senior leadership, working on the front lines to support and grow our company through technology systems.
About Zest:
Founded in 1972, Zest Dental Solutions is a leading medical technology manufacturer providing overdenture attachment systems, small equipment, dental consumables, and whitening technology. Zest is headquartered in Carlsbad, with satellite facilities in Escondido and Anaheim. Today, Zest is a portfolio company of BC Partners, a leading private equity firm.
About You:
You are obsessed with learning and seek an employer who embraces your growth.
You like to leverage metrics and data to enhance systems and drive future technology projects.
You bring a "customer first" mindset to the table and lead cross-functionally with other teams.
You are hungry and eager to drive change and innovation through technology systems.
You like to challenge the status quo and go the extra mile.
Job Duties and Responsibilities:
Process all Service Desk requests, triage initial requests for resolution or escalation.
Provide technical support to clients over the phone, electronically, and in-person.
Diagnose and resolve desktop computer hardware, software, and other technical service issues.
Act as a consultant to stakeholders and staff to answer questions, troubleshoot problems, determine hardware/software requirements, and recommend solutions.
Perform installation, maintenance, troubleshooting, and repairs of computer equipment, peripherals, and other technical services in a multi-site networked environment.
Respond promptly to Service Desk inquiries and accurately document completed work. Ensure that all service requests are handled in a timely manner following SLA guidelines.
Assist in coordinating requests for repair, maintenance, equipment moves, and software updates.
Maintain department records and databases including Service Desk ticketing system, asset management system, hardware and software configuration, installation procedures, spare parts inventory, and software license records.
Manage computer images and software packaging utilizing the department's current imaging practices.
Maintain IT stock rooms and work area in a neat and orderly fashion.
Assist in network installation and maintenance as needed.
Work closely with department team members to continually improve service delivery and processes.
Author and organize IT documentation:
Leverage internal documentation systems (ITGlue) to write how-to documents.
Leverage external documentation systems to facilitate self-help for end-users.
Participate in on-call rotation.
This position requires travel to our Anaheim and Escondido facilities, as instructed by management.
Perform other related duties as assigned by supervisor or management.
Education, Experience, Skills, & Abilities:
Two years experience in providing hardware, peripherals, connectivity and application support in a networked, Microsoft Windows environment.
OR
Associate degree in Computer Technology, or related field, and one year of experience in providing hardware, peripheral, connectivity, and application support in a networked, Microsoft Windows environment.
Experience installing, troubleshooting and maintaining current version of Windows/Mac OS
Ability to maintain confidentiality, think critically and exercise independent judgment required.
Previous success learning new computer software programs/platforms required.
Successful experience using tact, discretion and courtesy while interacting with all persons.
Excellent interpersonal skills and ability to work effectively as part of a team or Independently.
Commitment to providing a high level of customer service.
Demonstrated attention to detail.
Previous experience maintaining accurate records, managing multiple tasks, and planning and organizing work in order to meet changing priorities and deadlines.
Strong Knowledge of the following is required:
o Google Workspace (formerly GSuite)
o Okta (SSO, IDP, MFA)
o Active Directory (DNS, DHCP, Group Policy)
Knowledge of the following is preferred:
o AppGate (Software-defined perimeter)
o Druva Backup (CloudRanger, Phoenix)
o Scripting and Automation (Powershell, BASH, Python, etc)
o Apple Device Management (JAMF Pro, ABM, DEP, VPP)
o RMM Platforms (Atera)
o UCaaS (Vonage Business)
o ITGlue (Documentation)
o Zoho One (App Suite)
Ability to: Plan, organize and document complex system design activities and configure systems to be consistent with institutional policies/procedures; communicate technical/complex information both verbally and in writing; establish and maintain cooperation, understanding, trust, and credibility; perform multiple tasks concurrently and respond to emergency situations effectively.
Self-Starter & the ability to multitask is crucial.Excellent verbal and written communication skills and the ability to create presentation materials.
Physical Requirements:
Ability to sit, use hands and fingers, talk or hear, and smell continually. Ability to stand, walk and reach frequently. Ability to climb or balance, stoop, kneel, or crouch occasionally.
Ability to frequently lift and carry up to 25 lbs. and occasionally lift and carry up to 50 lbs.
Distance vision is required to drive an automobile, if driving is a requirement of the job.
Work environment is indoors and climate-controlled. Occasionally exposed to outdoor weather conditions.
Moderate noise levels as found in a light industrial environment, office environment, households with TVs and dishwashers, and driving light traffic.
Employee Acknowledgement:
The above job description is intended to describe the content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Zest Dental Solutions reserves the right to change, add, or delete at any time from this job description to meet the needs of the Company.