Our support team is GROWING! RJ2 is looking to hire a Senior IT Field Support Engineer. This position provides daily oversight and direction to a team of Help Desk Technicians responsible for first and second tier customer support.

Key Responsibilities:

• Work closely with all levels of end-users, addressing both hardware, software and application related issues.
• Serve as a Tier-3 escalation for other support engineers within the department.
• Manage, prioritize, work, and resolve day to day support requests submitted by email, web, and telephone. Excellent diagnostic and troubleshooting skills are required. Ability to identify problems, research solutions, and determine and implement resolutions is essential.
• Use our tools and ticketing applications to completely record any and all effort toward resolution and document solutions
• Strong understanding of hardware and software.

Technical Skills:

Must have strong knowledge of and demonstrated proficiency in the following:

• OS and application support:
• Windows 7 – 10, with Mac OS X preferred
• MS Office applications (Outlook, Word, Excel, PowerPoint, etc.)
• O365 Technical Support
• VPN clients (Cisco, SonicWall, Fortinet, etc.)
• Hardware support:
• Troubleshoot issues with laptops, desktop, and thin client computers.
• Troubleshoot printer issues (setup, configure, and network).
• Other peripherals and USB devices.
• Mobile Device Support:
• Setup and troubleshoot issues with iPhone, Android, Blackberry, Windows Mobile devices.
• Install and troubleshoot broadband wireless devices and software

Job Requirements:

• 6+ years of Help Desk support experience in a remote support environment (Managed Service experience is a plus).
• Outstanding customer-facing skills, including ability to effectively handle sensitive, high-profile customer escalations.
• Very strong troubleshooting skills, including proven ability to train others on troubleshooting techniques.
• Ability to work in a fast paced environment with multiple priorities and projects.
• Strong, team-oriented work ethic.
• Excellent verbal and written skills.
• College degree in Information Technology or work experience equivalent is preferred.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• IT support: 6 years (Required)

Ability to Relocate:

• Rolling Meadows, IL 60008: Relocate before starting work (Required)

Work Location: Hybrid remote in Rolling Meadows, IL 60008