Job Details Job Location Bolingbrook, IL
Description PURPOSE OF THE POSITION To provide best-in-class hardware and software technical support to our customers.
Troubleshooting (50%) - Fielding and resolving customer and internal cases through email, phone and live chat. Could include field work at customer locations.
- System troubleshooting, handling system outage events, maintaining updates to internal stakeholders and customers as required.
- Meeting or exceeding documented SLA response expectations.
Alert Monitoring and Escalations (30%) - Proactive system troubleshooting through monitoring system alerts.
- Scoping an issue including articulation of possible impact and resolve if possible.
- Leveraging senior technical support team members on complex system issues prior to escalating to the development team.
Administration (10%) - Documenting all cases clearly and timely.
- Performing data entry tasks as needed.
- Leverage existing toolset and training resources to continue to grow depth of technical knowledge and communication skills.
Qualifications REQUIREMENTS - 3+ years' work experience in a help desk/IT service field
- Proficient with computers, electronic systems, and relational databases
- Strong communication skills (via phone, chat, email and in-person). Able to create clear and concise documentation
- Experience with ticketing support system(s) such as SalesForce, ZenDesk, Microsoft Dynamics
- Experience with using relational databases
- Availability for occasional travel; ability to read schematics and other technical documents
- Availability to work various shifts to support a 24X7 Support Environment
- 6 days on, 4 days off schedule
- 3 shifts - 1st shift is in our Bolingbrook office. 2nd and 3rd shift can be done remotely.
PHYSICAL DEMANDS AND WORKING CONDITIONS - Ability to read system diagrams
- Ability to sit for long periods of time
- Ability to lift 30 lbs unassisted
- Ability to use fine motor controls including pinching and twisting
The anticipated salary range for this position is $55,000 - $75,000 annually. Final compensation will be based on experience, qualifications, and location.