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Senior Technical Support Engineer

2 months ago

Naperville Illinois, United States WEBIT Services Full time

Job Overview:


As a Senior Technical Support Engineer at WEBIT Services, you will be the pinnacle of technical assistance within our support team.

Your primary responsibility will be to address intricate technical challenges, offer expert advice, and collaborate with fellow IT specialists to guarantee the provision of exceptional IT services.

This position entails diagnosing advanced issues, guiding junior personnel, and engaging in project initiatives.

Core Responsibilities:

Expert Technical Assistance:
Address sophisticated technical challenges escalated from lower-tier support, ensuring prompt and effective resolutions, including but not limited to:

Virtualization Technologies:
VMware & Hyper-V

Backup Solutions and Storage Management

Network Security (Firewall Systems, Routers, and Switches)

Active Directory and O365 Management

System Management:
Execute advanced system management tasks, including server oversight, network setup, and security implementations on Windows Servers AD, AZURE AD, DNS, DHCP, Online Exchange/O365)

Project Collaboration:
Work alongside project teams to design, implement, and oversee IT projects for clients.

Mentorship and Development:

Offer guidance and training to Tier 1 and Tier 2 support personnel, nurturing a culture of ongoing learning and enhancement.


Client Engagement:
Effectively communicate with clients to comprehend their technical requirements, provide updates, and ensure satisfaction with the services delivered.

Documentation Maintenance:
Keep comprehensive and precise records of technical solutions, procedures, and client interactions.

Proactive System Maintenance:
Conduct regular system evaluations, performance optimization, and preventive maintenance to ensure peak system performance and reliability.

Incident Response:
Lead the response to significant incidents, including identification, resolution, and post-incident analysis to prevent future occurrences.

Security Management:
Implement and oversee security protocols to safeguard client data and systems from potential threats and vulnerabilities.

Qualifications:

  • Proven experience in a technical support role, with a minimum of 2 years in a senior support capacity.
  • Certifications:
Relevant industry certifications such as MCSE, CCNA, ITIL, or similar are highly valued.

  • Technical Proficiency:

Skilled in Windows and Linux server management, networking (LAN/WAN), virtualization (VMware, Hyper-V), cloud services (AWS, Azure), and security best practices.


  • Analytical Skills:
Strong analytical and problem-solving abilities with the capacity to manage complex technical issues independently.

  • Communication Skills:
Excellent verbal and written communication capabilities, with the ability to articulate technical concepts to non-technical audiences.

  • Customer-Centric Approach:
Strong dedication to delivering outstanding customer service and fostering client relationships.

  • Collaborative Team Member:
Ability to work cohesively within a team environment and share knowledge effectively.

Benefits

Employee Benefits:
Company-sponsored Day-1 Health Insurance for employees

Company-sponsored AD&D Insurance

Company-sponsored LTD & STD Insurance

Unlimited Paid Time Off

Employee Assistance Program

Dental Coverage

Vision Coverage

401k Plan

Life Insurance

Additional Information:

Employment Type:
Full-time, salaried

Compensation Range:
$85,000 - $120,000 annually

Unlimited PTO Eligibility:
After 90 days

Employee Ownership Eligibility after 1 year of service