Enterprise IT Support Expert

1 week ago


Chicago, Illinois, United States Hirewell Full time
About the Job
We're on a mission to revolutionize the way businesses manage their IT infrastructure. As an Enterprise IT Support Expert, you'll play a vital role in shaping our products and services while delivering exceptional support to our clients.

Key Responsibilities:
  • Deliver technical assistance to clients via multiple communication channels, including phone, chat, and email.
  • Take ownership of customer inquiries, guiding them from initial request to resolution.
  • Offer advice and training on best practices, product features, and solutions tailored to client needs.
  • Diagnose and troubleshoot technical issues, proposing temporary or permanent solutions as needed.
  • Identify and recreate bugs or challenges to improve the user experience.
  • Keep current with product updates, industry trends, and emerging technologies.
  • Partner with internal teams to provide actionable feedback for enhancing products and processes.
Requirements:
Core Skills and Expertise:
  • A genuine enthusiasm for technology and hands-on experience with networking solutions.
  • In-depth understanding of networking concepts like routing, switching, security protocols, and VPNs.
  • Familiarity with protocols such as TCP/IP and practical knowledge of operating systems like Linux.
  • Strong analytical and troubleshooting skills with the ability to simplify complex solutions for clients.
  • Adaptability to a fast-paced environment with evolving priorities and challenges.
  • A focus on improving both user experience (UX) and customer experience (CX), with ideas for enhancing interactions and usability.
  • Outstanding written and verbal communication skills.
Preferred Background:
  • A bachelor's degree in a technical field such as Engineering, Computer Science, or IT.
  • Hands-on experience in the networking or IT support industry.
  • A proven ability to resolve complex technical problems using creative and methodical approaches.
Compensation:
  • Salary: $85,000-$135,000 per year.
  • Performance-based bonuses.
  • Comprehensive health benefits, including medical, dental, and vision coverage.
  • A 401(k) plan to help you plan for the future.
  • Advanced tools and equipment to set up your own home lab.
  • A modern office located in the heart of the city.
  • A flexible hybrid work model, blending office and remote work opportunities.


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