People Matter

IT Support Engineer

Zocdoc

Zocdoc

IT, Customer Service
Pune, Maharashtra, India
Posted on Tuesday, June 4, 2024

Our Mission

Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories. Then wait on hold. Then wait weeks for the privilege of a visit. Then wait in a room solely designed for waiting. Then wait for a surprise bill. In any other consumer industry, the companies delivering such a poor customer experience would not survive. But in healthcare, patients lack market power. Which means they are expected to accept the unacceptable.

Zocdoc’s mission is to give power to the patient. To do that, we’ve built the leading healthcare marketplace that makes it easy to find and book in-person or virtual care in all 50 states, across +200 specialties and +12k insurance plans. By giving patients the ability to see and choose, we give them power. In doing so, we can make healthcare work like every other consumer sector, where businesses compete for customers, not the other way around. In time, this will drive quality up and prices down.

We’re 15 years old and the leader in our space, but we are still just getting started. If you like solving important, complex problems alongside deeply thoughtful, driven, and collaborative teammates, read on.

Your Impact on our Mission:

We are looking for an IT Support Engineer to join our Corporate IT team to support and manage end user systems and SaaS products. Your work will play a vital role in helping ensure that Zocdoc end user systems and SaaS products remain up to date, secure, and optimized for performance. Your responsibilities include patching end user systems, providing immediate response to security issues, managing our MDM systems, and assisting with SaaS product integrations. You will report to the Director of IT, who oversees Zocdoc’s technical support team in India. Your daily responsibilities will include collaborating with our IT Support and Cloud Engineering teams on projects that require extensive system knowledge or specialized technical expertise.

The position will be in our Pune, India office, with expectations to work in the office for all 5 days a week from 1-10 pm.

You’ll enjoy this role if you are…

  • A detail-oriented person that is savvy with managing end user systems in corporate environments
  • A super organized person, who navigates ambiguity and can stay on top of multiple projects
  • A strong ability to test, troubleshoot, and deploy new systems and tools
  • A person who enjoys getting things done and jumping into the work alongside their team(s)
  • Able to communicate technical concepts to stakeholders with differing levels of experience

Your day to day is…

  • Managing, organizing, and deploying controls and policies with MDM tools (Jamf, Google MDM)
  • Managing On-Prem AD, managed environment to Azure AD+Intune.
  • Responsible for end-to-end management and troubleshooting of Windows, Mac.
  • Provide technical support to India and US users via chat, email and phone.
  • "Windows Autopilot” deployment experience using Azure/Intune.
  • Providing first response to security and end user machine alerting
  • Maintaining our new computer imaging and provisioning processes and tools
  • Deploying and applying security patches and feature updates for end user systems
  • Deploying, maintaining, and updating SaaS products and integrations used across the organization
  • Building training materials for new methods of end user computer management and SaaS products
  • Serve as a point of escalation for technical support specialists before engaging with the IT Engineering team.

You’ll be successful in this role if you have…

  • "Windows Autopilot” deployment experience using Azure/Intune.
  • A passion for people, community, and our mission of giving power to the patient.
  • Proficiency in PowerShell scripting, Windows/ batch script development and troubleshooting.
  • 4+ years of experience working in a Corporate IT environment
  • 4+ years managing computers using MDM tools (Jamf, Intune, Google Workspace MDM)
  • Experiencing setting up computer group security controls
  • Experience collaborating with Information Security, and Infrastructure Engineering teams
  • Experience in managing enterprise SaaS products at organization and team level
  • Strong ability to troubleshoot on macOS systems and Windows systems
  • Experience utilizing project management software such as JIRA or Monday.com

Competencies

  • Collaborates
  • Manages Ambiguity
  • Customer Focus
  • Decision Quality
  • Nimble Learning
  • Drives Results
  • Plans and Aligns
  • Organizational Savvy

About us
Zocdoc is the country’s leading digital health marketplace that helps patients easily find and book the care they need. Each month, millions of patients use our free service to find nearby, in-network providers, compare choices based on verified patient reviews, and instantly book in-person or video visits online. Providers participate in Zocdoc’s Marketplace to reach new patients to grow their practice, fill their last-minute openings, and deliver a better healthcare experience. Founded in 2007 with a mission to give power to the patient, our work each day in pursuit of that mission is guided by our six core values. Zocdoc is a private company backed by some of the world’s leading investors, and we believe we’re still only scratching the surface of what we plan to accomplish.

Zocdoc is a mission-driven organization dedicated to building teams as diverse as the patients and providers we aim to serve. In the spirit of one of our core values - Together, Not Alone, we are a company that prides itself on being highly collaborative, and we believe that diverse perspectives, experiences and contributors make our community and our platform better. We’re an equal opportunity employer committed to providing employees with a work environment free of discrimination and harassment. Applicants are considered for employment regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity, gender expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or any other class protected by applicable laws.

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