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Technical Support Associate (South San Francisco, CA)

ZS is a professional services firm that works side by side with companies to help develop and deliver products that drive customer value and company results. From R&D to portfolio strategy, customer insights, marketing and sales strategy, operations and technology, we leverage our deep industry expertise and leading-edge analytics to create solutions that work in the real world. Our most valuable asset is our people—a fact that’s reflected in our values-driven organization in which new perspectives are integral and new ideas are celebrated. ZSers are passionately committed to helping companies and their customers thrive in industries ranging from healthcare and life sciences, to high-tech, financial services, travel and transportation, and beyond.

 ZS's Corporate Support teams operate the firm's core internal enterprise functions. Our global teams comprise team-oriented, pragmatic and results-driven people who thrive in a challenging work environment. Our people come from diverse backgrounds, but share a passion for quality customer service and dedication - whether our customer is a client or another ZS employee.

Information Technology provides products and services to ZS to ensure successful business outcomes. IT provides internal information technology solutions and support for ZS, including custom enterprise Web and ERP applications, IT infrastructure and technology support.

TECHNICAL SUPPORT ASSOCIATE

We seek an experienced, professional Technical Support Associate in our South San Francisco office. The position will provide, customer-oriented, end user support for PC and mobile device users in the South San Francisco office, as well as remotely supporting additional West Coast users.

Responsibilities:

  • Develop a strong relationship with office leadership and ZS staff;
  • Assist users in the setup and configuration of computer hardware and software, heavily focused on Apple devices;
  • Act as owner and ensure resolution of local internal technical issues and requests, include troubleshooting MAC applications;
  • Complete administrative tasks, such as initiating vendor\supplier service, asset management, and assisting with organizational efforts;
  • Coordination with geographically distributed IT team;
  • Participate in IT team projects as assigned;
  • Provide technical training, first line support for PCs, printers, mobiles and basic phone support.
  • Manage hardware inventory and computer reimages
  • Manage ServiceNow IT tickets
  • Availability for off-hours maintenance and critical incidents.

Qualifications:

  • Bachelor's degree required with record of high academic achievement, master's degree preferred;
  • 2-4 years relevant technical support experience, preferably working with remote users;
  • Apple Certified Support Professional (ACSP), Apple Certified Associate – Mac Integration, Microsoft (i.e. MCP or MCTS) and ITIL certifications preferred;
  • Basic understanding of Windows 10 and Microsoft O365
  • Extensive knowledge of MAC setup and management;
  • Strong customer service orientation;
  • Effective oral and written communication and organizational skills;
  • Eagerness to contribute in a team-oriented environment;
  • Ability to work methodically and analytically in a problem-solving environment.
  • Willing to work some weekends

Technical expectations include:

  • Experience in enterprise technical support functions;
  • Installation and configuration of business applications (i.e. Apple Mac OS, MS Windows 10, MS Office 2016/365, current web browsers, etc.);
  • Experience with integrating Apple Mac in a Windows environment;
  • Experience with system, account, and access provisioning (Active Directory);
  • Experience in troubleshooting software, hardware, and connectivity issues, across both PC and Mac platforms.
  • Experience with support of mobile devices, both iOS and Android;
  • Experience with basic networking.

 

ZS is a global consulting firm; fluency in English is required, additional fluency in at least one European or Asian language is desirable. 
Candidates must possess work authorization for their intended country of employment. An on-line application, including a cover letter expressing interest and a full set of transcripts (official or unofficial), is required to be considered.
ZS offers a competitive compensation package with salary and bonus incentives, complete medical/dental/life insurance programs and retirement savings benefits. We are an Equal Opportunity Employer.
NO AGENCY CALLS, PLEASE.

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ZS has been recognized globally for its expertise in consulting and its flexible work environment. View ZS’s accolades.