Service Desk Escalations Engineer

IT Support / Service Desk Escalation Engineer

Let us introduce you to We are the best and fastest growing Technology Management Partner in the Chicago area, with no plans on slowing down. We have a unique approach to our success. We combine leading technical automation and tools, operational processes and effective training with talented XLnetters and leaders. We provide solutions and deliver results to our companies making them loyal customers. As an XLnetter, you will be providing services for our clients that you are proud to represent

Why

We are an exciting, team-oriented, growing organization with immense opportunities for growth.

is always working hard to hire the most talented, team-oriented people and we work even harder to retain them. We provide a competitive salary and bonus structure, amazing benefits and an awesome team atmosphere. Our business is growing rapidly and we are looking to add super-talented candidates who will thrive and contribute to our evolution, while aligning with the values we instill: integrity, world class customer service, and the drive to achieve goals together

What would make us even more successful? You

is looking for an experience IT Service Desk Escalation Engineer to join our team. This is a full-time position, Monday through Friday 8 a.m. – 5 p.m. Central Time, with occasional work after hours as needed.

We are already unparalleled in the solutions that we offer to our customers, but we know the other half to our success is acquiring the best employees to deliver those solutions. We are looking for those with the abilities to multi-task, problem-solve, proactively answer the "How-to" questions and work collaboratively with the team. Outstanding listening and communication skills are a must, for it is imperative that our clients get the best service we have to offer. Navigating challenging situations in a professional manner, while articulating confident solutions to our customers' concerns and needs will make you successful in this role.

Individual Responsibilities

• Delighting customers with quality service IT support
• Committed to providing excellent customer service
• Manage expectations of customers
• Respond to email, phone and chat support requests from customers
• Use your impressive communication and problem-solving skills to continually surpass our own status as the best IT service organization in the Chicagoland area
• Resolve customer issues as quickly as possible to minimize downtime
• Assist in the on-going development of the support knowledgebase

Qualifications

• Associates or Bachelor's degree completed in a computer technology related program or comparable experience
• 5+ years' experience providing support to end users and IT infrastructure
• Understanding of IT best practices
• Ability to work in a team environment
• Desire to continually learn new technologies and improve skill set
• Assertiveness in pursuing resolutions to issues
• Must have strong problem solving and organization skills
• Strong verbal, written, telephone and customer service skills
• High attention to detail
• Must be able to manage multiple work items at one time with a high sense of urgency
• Advanced knowledge in the following areas: Microsoft Office Suites, Microsoft Window desktop and server systems as well as Active Directory
• Experience with Apple and Linux is a plus
• Advanced knowledge of networking (TCP/IP, DNS, routing, subnetting, etc.) and remote access technologies (VPN, terminal services, etc.)
• Advanced knowledge of VMware and other virtualization platforms
• Advanced knowledge of Veeam backup setup and maintenance
• Vendor management (email, hosting, DNS)

Desired Certifications

• VCTA - DCV
• Server+
• Security+
• CCNA

Our Vision: Striving to build a culture that is continuously improving our clients' productivity

Our Core Focus: Enabling and accelerating innovation in SMBs to solve and change the world

Our Culture: Customer satisfaction, teamwork and personal growth

Our Benefits

• Starting salary $65,000 +
• Excellent benefits including health, vision, and dental
• 401K Plan with generous company matching
• Life Insurance
• Disability Coverage
• Bonus Opportunities
• Vacation Plan
• Certification Reimbursement

Job Types: Full-time, Permanent

Pay: From $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Education:

• Bachelor's (Required)

Experience:

• Service Desk: 5 years (Required)

License/Certification:

• CCNA (Preferred)
• CompTIA Server+ (Preferred)
• CompTIA Security+ (Preferred)

Work Location: Remote