{"id":3679156,"url":"https://alion.io/job/zinnia-sr-support-engineer-i","title":"Sr. Support Engineer I","company":{"id":179719,"name":"Zinnia","domain":"zinnia.com","url":"https://alion.io/company/zinnia","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":95,"open_postings":5,"ghost_share":0,"stale_share":0.2,"repost_share":0,"time_to_fill_p50_days":42,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Office","optional":false},{"name":"TCP/IP","optional":false},{"name":"VMWare","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-03T12:03:45Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-04T17:48:53Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"WHO WE ARE:\nZinnia 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.\nWHO YOU ARE:\nAs a Sr. Support Engineer I (Desktop Support Engineer), your role is to provide technical support and troubleshooting for hardware and software issues related to desktops, laptops, printers, and other peripherals. You will be responsible for ensuring the smooth operation of computer systems and assisting users with their technical needs. Your skills in operating systems, networking troubleshooting, IP configuration, and knowledge of various tools and systems will be essential in performing your duties effectively.\nWHAT YOU’LL DO:\nAct as the first point of escalation for resolving all remote and on-site IT software, hardware, and wireless network connectivity issues including setup, connectivity, functionality, and update issues for Windows and macOS. Administer workstation hardening, encryption, anti-virus installation and configuration.\nUtilize problem-solving skills to identify and implement solutions promptly.\nTackle multiple tickets at the same time, addressing urgency as it may arise, and delegating both\ninternally and externally with our vendors & 3rd party suppliers.\nConduct user training sessions to ensure efficient usage of standard software applications and systems.\nMaintain conference room hardware (including projectors, computing equipment, audio/visual, telephony, etc.)\nUtilize ITSM software to log or follow up on each customer request, update request status, and document resolution.\nDeploy software using tools like Intune, Jamf, and Kandji, ensuring seamless installation and configuration.\nEnsure proper software licensing and compliance with company policies.\nUtilize basic knowledge of TCP/IP networking to troubleshoot network connectivity issues.\nCollaborate with network administrators for advanced troubleshooting and resolution.\nAdhere to basic patch management procedures for workstations, ensuring system security and stability.\nDemonstrate a basic understanding of cybersecurity concepts regarding operating systems and company protocols.\nAdhere to cybersecurity best practices and assist in implementing security measures.\nStay updated with the latest technology trends and advancements in the field.\nManage & maintain IT asset inventory and software licensing, and work with management to ensure that systems and software are accurately recorded, tracked, and retired to 100% of accountability standards.\nWork towards achieving goals measured through KPIs.\nDeliver on IT Operations SLA response and resolution times guarantee.\nRegularly upkeep and maintain an organized IT storage and workbench.\nRegularly upkeep and maintain IT documentation and knowledge base according to styling, and grammatical guidelines.\n WHAT YOU’LL NEED:\nShould have a minimum of 5-6 years’ experience in IT Operations/Desktop support.\nGood Technical knowledge of IT Infrastructure, IT Operations, Hardware and Networking.Asset management, reporting/dashboard.\n\nBasic knowledge of servers (VMware, AD, DNS, DHCP, and file servers), SCCM, networks, and security.\nExcellent skills in Microsoft Windows, Hardware, and Software troubleshooting.\nAbility 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.\nEnsure regular Inventory audits are completed including store room audits and maintain/update IT Asset Inventory trackers.\nEnsure regular audits are completed for Critical IT equipment, Network links stability, and Video conferencing devices and share updated reports daily.\nExcellent collaboration skills to coordinate and work with OEMs, Vendors, ISPs, Infrastructure, and Offshore/Onshore Teams.\nExperience with ITIL process for Incident, Problem, and Change management, understanding of Root Cause Analysis methods.\nQueue monitoring and management to ensure workload is balanced and is completed within SLA.\nKnowledge of and experience with MS Office and Reports Management.\nExcellent Communication (written, verbal, and listening) skills with fluency in English and Marathi.\nShould possess Leadership, People Management, Strategic Planning, Organizing, Analytical, Problem-solving, and Time management skills.\nWHAT’S IN IT FOR YOU?\nAt Zinnia, you collaborate with smart, creative professionals who are dedicated to delivering cutting-edge technologies, deeper data insights, and enhanced services to transform how insurance is done. Visit our website at www.zinnia.com for more information. Apply by completing the online application on the careers section of our website. We are an Equal Opportunity employer committed to a diverse workforce. 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