Executive Support Engineer

About Us 

Zelis is modernizing the healthcare financial experience in the United States (U.S.) across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients.

At Zelis, AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo, accelerate innovation, and amplify their impact. This is a place for builders with a growth mindset who act with agility, embrace change, and use modern technology to shape smarter solutions, exceptional experiences, and the future of our industry for our clients, customers, and our culture.

Why We Do What We Do 

In the U.S., consumers, payers, and providers face significant challenges throughout the healthcare financial journey. Zelis helps streamline the process by offering solutions that improve transparency, efficiency, and communication among all parties involved. By addressing the obstacles that patients face in accessing care, navigating the intricacies of insurance claims, and the logistical challenges healthcare providers encounter with processing payments, Zelis aims to create a more seamless and effective healthcare financial system.

Zelis India plays a crucial role in this mission by supporting various initiatives that enhance the healthcare financial experience. The local team contributes to the development and implementation of innovative solutions, ensuring that technology and processes are optimized for efficiency and effectiveness. Beyond operational expertise, Zelis India cultivates a collaborative work culture, leadership development, and global exposure, creating a dynamic environment for professional growth. With hybrid work flexibility, comprehensive healthcare benefits, financial wellness programs, and cultural celebrations, we foster a holistic workplace experience. Additionally, the team plays a vital role in maintaining high standards of service delivery and contributes to Zelis’ award-winning culture. 

Position Overview

Position Overview

Zelis is seeking an experiencedIT Support Engineer to provide combinedL1, L2, and L3 technical support, with a strong focus onExecutive/VIP White Glove Support and IT Operations.

This role will serve as a trusted technology partner for executives, executive assistants, employees, and global IT teams. The engineer will own technical issues from initial intake through resolution while providing proactive, discreet, and highly responsive support across Microsoft technologies, endpoints, collaboration platforms, incidents, events, automation, and service improvement.

Key Responsibilities

Executive and VIP Support

• Provide personalized, high-priority technical support for executives, executive assistants, senior leaders, and designated VIP users.
• ManageJira VIP incidents and service requests, ensuring rapid acknowledgement, clear communication, appropriate escalation, and timely resolution.
• Support executive Windows and macOS devices, Microsoft 365 applications, mobile devices, peripherals, connectivity, and collaboration tools.
• Proactively manage executive device health, including patching, performance checks, security compliance, laptop replacements, warranty reviews, and hardware lifecycle planning.
• Coordinate executive technology replacements, data transfers, application validation, and post-deployment follow-up with minimal business disruption.
• Provide onsite support for executive visits, leadership meetings, webinars, and company town halls.
• Handle confidential information with professionalism and discretion while maintaining end-to-end ownership of executive escalations.

L1, L2, and L3 Technical Support

• Deliver full-spectrum support coveringL1 intake and triage, L2 advanced troubleshooting, and L3 escalation and root-cause analysis.
• Diagnose and resolve hardware, software, operating system, identity, access, endpoint, application, and connectivity issues.
• Troubleshoot complex Windows and macOS incidents using diagnostic tools, system logs, administrative consoles, and endpoint-management platforms.
• Own incidents and service requests through closure, coordinating with infrastructure, networking, security, application, and vendor teams when required.
• Document troubleshooting, resolution steps, business impact, and root cause accurately in Jira Service Management.
• Identify recurring issues and implement improvements that increase first-contact resolution and reduce repeat incidents.

Microsoft and Endpoint Administration

• Manage and supportMicrosoft Azure and Microsoft 365 environments, including virtual machines, user accounts, groups, identity services, endpoints, and device policies.
• Administer and troubleshootExchange Online, including mailboxes, permissions, distribution groups, shared mailboxes, email, and calendar issues.
• Support employee onboarding, access changes, and offboarding in coordination with HR, security, and application owners.
• Manage endpoint configuration, software deployment, patching, compliance, and device health usingManageEngine Endpoint Central and related tools.
• Develop and enforce IT security, endpoint, and operational policies aligned with compliance and enterprise technology standards.

Zoom and Event Support

• AdministerZoom Meetings, Zoom Webinars, Zoom Rooms, and Zoom licensing, including scheduling, configuration, troubleshooting, reporting, and account management.
• Perform conference-room and Zoom Room health checks covering displays, cameras, microphones, controllers, software, licensing, and connectivity.
• Provide rehearsal, presenter, and live-event support for webinars, executive meetings, leadership sessions, and company town halls.
• Coordinate with executive assistants, communications, facilities, vendors, and global IT teams to ensure successful event delivery.
• Maintain backup technology and contingency plans for high-visibility meetings and events.

Incident and Service Management

• Participate inPagerDuty on-call incident management, acknowledging, troubleshooting, documenting, and coordinating incidents within defined SLAs.
• Support major incidents by assessing business impact, engaging resolver teams, communicating status, and assisting with service restoration.
• ManageJira stories, Jira Service Management queues, and Confluence content, ensuring work is prioritized, tracked, and completed.
• Monitor ticket ageing, VIP requests, escalations, SLA risks, and recurring support trends.
• Participate in incident reviews, root-cause analysis, problem management, and continuous-improvement initiatives.

Knowledge, Training, and Zenius Bar Operations

• Create and maintainExecutive Support documentation, knowledge-base articles, standard operating procedures, and Jira canned responses.
• Delivernew-hire IT orientation sessions for employees across India and the United States, covering technology setup, access, security, collaboration tools, and support processes.
• Support theHyderabad Zenius Bar, including ticket monitoring, employee assistance, technician training, survey analysis, and operational reporting.
• Develop and maintainZenius Bar reporting in SharePoint, providing centralized access to metrics, schedules, documentation, and management reports.
• Promote knowledge sharing, self-service adoption, and consistent support practices across the organization.

Automation and Leadership

• UsePowerShell to automate user administration, device checks, reporting, data collection, and repetitive support activities.
• Identify opportunities to reduce manual effort, improve service speed, strengthen reliability, and enhance the employee and executive technology experience.
• Mentor junior engineers and serve as an escalation point for complex technical issues.
• Collaborate with global infrastructure, security, end-user computing, service desk, networking, and application teams.
• Build strong relationships with executives, employees, and stakeholders through clear communication, accountability, and customer-focused support.

Required Qualifications

• Experience in enterprise IT support, desktop support, end-user computing, or service-desk operations.
• Demonstrated experience providingExecutive/VIP Support.
• Ability to perform L1, L2, and L3 responsibilities and manage issues through complete resolution.
• Strong knowledge of Microsoft Azure, Microsoft 365, Exchange Online, identity and access administration, endpoint management, Windows, and macOS.
• Experience supporting Zoom Meetings, Webinars, Zoom Rooms, and conference-room technology.
• Working knowledge of Jira Service Management, Confluence, PagerDuty, ManageEngine Endpoint Central, SharePoint, and PowerShell.
• Strong troubleshooting, documentation, communication, and stakeholder-management skills.
• Ability to manage competing priorities, work under pressure, exercise sound judgment, and handle confidential information appropriately.
• Ability to provide onsite, on-call, after-hours, and event support based on business requirements.
• Bachelor’s degree, technical diploma, or equivalent combination of education and relevant experience.

Preferred Qualifications

• Experience supporting executives in a global, healthcare, financial-services, or regulated organization.
• Familiarity with ITIL incident, request, problem, change, and knowledge-management practices.
• Experience supporting employees and teams across India and the United States.
• Microsoft, Zoom, ITIL, endpoint-management, Windows, macOS, or related certifications.
• Experience mentoring junior engineers and using operational metrics to improve IT services.

Core Technologies

Microsoft Azure | Microsoft 365 | Exchange Online | ManageEngine Endpoint Central | Jira Service Management | Confluence | Zoom | Zoom Webinars | Zoom Rooms | PagerDuty | SharePoint | PowerShell | Windows | macOS

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.

Accessibility Support

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