Technical Support Engineer

Zelis is hiring a Support Engineer in Boston, MA to join our rapidly-growing company! If you have a passion for solving problems with a focus on technology, this role is perfect for you. We seek a motivated and driven candidate to deliver a world-class experience for our associates. In this role, you will act as an advocate for our associates, advising on how to leverage technology to drive business value.

Location: This position is located in Boston, MA and has been designated as a hybrid-office role. This role is required to be in the office at least 3 days per week.

What you’ll do:

1. Provide exceptional tier 2 deskside and remote support to Zelis users.
2. Provide installation, configuration, maintenance and troubleshooting support of computer hardware, software, audio/visual, networks, printers, and computer peripherals.
3. Troubleshoot remote/on-site network connectivity problems e.g., VPN.
4. Perform laptop imaging and configuration utilizing Intune Autopilot.
5. Configure mobile devices for Intune MDM/MAM.
6. Coordinate hardware warranty repair with vendors and external services such as Dell.
7. Create and update technical documentation and user-facing documentation where applicable.
8. Take ownership of small and large projects, working with various internal/external teams to accomplish goals.

Requirements:

1. Bachelor's degree in computer science, systems management, information systems, or 3+ years of experience in a related field, and/or applicable technical certificate.
2. 3+ years of experience supporting enterprise-level end users with various Windows OS’s, Office 365, and other Microsoft family products.
3. Strong understanding and skills in SLA and KPI Management.
4. 2+ years of experience handling remote VPN access technology, two-factor authentication and troubleshooting.
5. Experience supporting environments with VPN infrastructure.
6. Ability to distill complex information into easy-to-understand explanations to a variety of personnel, including the creation of Standard Operating Procedures.

Preferred Qualifications:

1. Knowledge of ITIL methodology.
2. Experience with A/V systems and troubleshooting.
3. Enterprise desktop support, Microsoft Active Directory, Entra, Intune.
4. Experience with supporting MacOS in enterprise environment.
5. Experience with MFA (DUO, Okta, MS authenticator).

Zelis is modernizing the healthcare financial experience by providing a connected platform that bridges the gaps and aligns interests across payers, providers, and healthcare consumers. This platform serves more than 750 payers, including the top 5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, and millions of healthcare providers and consumers. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients.

Commitment to Diversity, Equity, Inclusion, and Belonging:

At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity:

Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We encourage members of traditionally underrepresented communities to apply, even if you do not believe you 100% fit the qualifications of the position, including women, LGBTQIA people, people of color, and people with disabilities.

Accessibility Support:

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email

SCAM ALERT:

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