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10 days ago
Simply Recruitment Partner
Salary band: $60k - $70k
Location: North America, United States, Illinois
Job type: Permanent
Contact: Request Technology - Anthony Honquest
Category: Engineer

Prestigious Organization is looking for a skilled IT Support Services Consultant who want to become an IT Super Stars for our growing client base in the Chicagoland area. The IT Support Specialists aid our clients by providing outstanding customer service and end user support to our clients increasing business support requests. We are looking for candidates who are highly energetic and personable, ready to solve the IT challenges, one problem at a time. Every business relies on IT systems in order to serve their customers, and by helping mentor, guide, and resolve daily issues, you can become a part of a rising IT Super Star team and assist our clients from having daily IT related issues.

*Looking for a strong Windows and Virtualization engineer who has worked in a managed services environment. Any security or networking experience is highly preferred*

Job Description:

The Support Services Consultant is primarily responsible direct end-user support for computer, software, and networking hardware. This includes standardized software systems and other business applications. This support is provided remotely or onsite depending upon the support location and agreement. This position provides administrative and organizational services supporting the operations of the small to large organizations.

An ideal candidate should be resourceful, and know how to properly problem solve or research to find a solution. This candidate should also have the ability to properly communicate and escalate issues if they need assistance. As a member of a team, each person is responsible for documenting solutions and sharing newfound knowledge with their coworkers. This helps each member grow their skills and promotes teamwork plus collaboration amongst the organization.

Position Responsibilities

Primary daily responsibilities include: managing technical support incidents and provide functional support and assistance to a local and global user base, following specific processes and guidelines to ensure that tasks are completed consistently and efficiently.

  • Receive and respond to user inquiries, requests, and escalations via telephone, email, case tracking system professionally and with speed, accuracy and proficiency

Document activities and resolutions in ticketing system

Monitor ticketing system and email for notification and internal assistance requests

  • Troubleshoot and resolve problems to satisfy requests
  • Complete any necessary research and on the job training to resolve incidents in a timely and efficient manner
  • Follow up on open tickets to ensure proper response and satisfactory resolution, keep detail oriented documents regarding problems and solutions, and keep the customer updated of the status and resolution times
  • Support maintenance of Servers, and other devices when requested
    Log all incoming requests in the incident tracking system and document all actions, to include all follow up conversations, troubleshooting steps, and resolution

Perform field work at customer locations in Chicagoland area (less than 20%)

Perform other incidental and related duties as required and assigned

  • Improve knowledge of, and ability to operate, all technical support tools and technologies
  • Provide end user training in small group sessions as well as perform new employee mentoring
  • Participate and/or Lead in supporting IT requirements for events such as large conference/departmental meetings or company town halls
  • Contribute technical solutions to the IT Knowledge Base
  • Participate in projects and initiatives as directed by the Manager of Support Services.

Qualifications:

Bachelor Degree in Information Systems, Engineering, or Computer Science

CompTIA A+, Network+, Microsoft Certified Professional (MCP) or ability to achieve one certification within next 6 months

Previous hardware or software consulting experience is preferred

Demonstrated knowledge of PC/MAC hardware, software, components and basic troubleshooting, Windows networking, LAN/WAN, DNS, TCP/IP, Active Directory system administration tasks, and mobile devices

o Knowledge in the following technologies: Microsoft Windows 7/8.x/10, Office Professional (Outlook, Word, Excel, Access, PowerPoint), VPN and remote access clients, mobile devices, Microsoft Internet Explorer, Adobe Acrobat, Antivirus client software, imaging tools, software distribution tools (System Center Configuration Manager, etc.)

o Basic understanding of Microsoft Windows operating systems (server & Workstation)

o Basic understanding of Microsoft Office Suite (2013/2016)

o Experience working with IP Networking and networking protocols

o Experience supporting end user workstations

Excellent writing, communication, and interpersonal skills. Technical writing is a plus

Strong Analytical, troubleshooting and problem solving skills

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