Client Support Engineer Line 2 at Ensono

| Chicago
Sorry, this job was removed at 1:47 p.m. (CST) on Wednesday, May 29, 2019
Find out who's hiring in Chicago.
See all Developer + Engineer jobs in Chicago
FULL URL//job/Downers-Grove-IL---Finley/Client-Support-Engineer-Line-2_JR003390?source=BuiltInChicago
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Job Summary
Reporting to the MMC Shift Manager, you will be part of the Back End Nights MMC Operations Level 2 team, supporting Mission Critical infrastructure for Ensono’s clients. Using your proven communication, analytical, and problem-solving skills you will help identify, communicate, and resolve issues to optimize our clients’ infrastructure.
The 2nd Line Support team is responsible for maintaining and enhancing the service we deliver to our clients by effectively:
• Managing all requests logged into the Line2 queue
• Managing client communication on all tickets
• Conducting proactive and reactive incident, event and problem management
• Reducing the number of repeat issues through root cause analysis
• Building strong client relationships by becoming a point of contact for clients
• Working with internal departments to mitigate client concerns
• Providing escalation support for SD and L1 teams.
Your day-to-day role will expose you to a diverse mix of client solutions and multiple vendor technologies including the very latest Cloud technologies. In addition to our online training portal - ‘Ensono University’, you’ll be supported by both internal and external training. Longer term objectives will concentrate on helping you develop the skills and experience necessary for you to progress on your chosen career path.

Key Responsibilities

  • Respond to client issues received by telephone, voice mail, e-mail and via the customer portal
  • Manage and complete scheduled tasks on time
  • Ensure effective client communications take place
  • Ensure the effective assignment and escalation of incidents to senior engineers where appropriate
  • Advise the Team Lead and/or Shift Manager of emerging issues
  • Adherence to ITIL processes
  • Contribute documentation to the shared knowledge base
  • Ensure all changes are documented through the change management process
  • Execute change management tasks in line with defined processes
  • Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients
  • Assist and mentor team members in Ensono’s structured approach to troubleshooting problems
  • Act as a role model and mentor for fellow team members

Knowledge

  • Possess a strong understanding of server and network infrastructure architecture
  • Good knowledge and hands-on experience troubleshooting of Enterprise infrastructure across Open Systems including Microsoft Windows Server and Linux and Middleware and Database management
  • A basic to intermediate understanding of Infrastructure technologies like Storage Area Networks and Networking.
  • Additional preferred knowledge: VMware ESX, VSphere, AWS/Azure, SQL server

Skills

  • Good problem solving and analytical skills with knowledge of problem analysis
  • A ‘client centric’ approach
  • Excellent demonstrable English written and verbal communication skills
  • Able to communicate in groups with confidence and conviction
  • Ability to multi-task and work well under pressure
  • Good team working skills are essential
  • Ability to document processes and procedures in a clear, concise and logical manner
  • Exceptional customer service skills
  • Engineering certification in Microsoft or Redhat (nice to have)
  • Self-motivated, high aptitude for learning
  • ITIL certification desirable

Experience

  • 1-2 years of experience in a systems administrator role (Unix/Windows/SQL/Network)
  • 2-3 years of experience from a Managed Services background

Shift Information

  • Thursday-Saturday 18:30-07:00
  • Alternate Wednesdays 22:30-07:00
  • Salaried Non-Exempt

Primary Location City/State:

Downers Grove, IL - Finley, Illinois

Additional Locations (if applicable):

Ensono is an Equal Employment Opportunity Employer. Ensono provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.

Read Full Job Description
FULL URL//job/Downers-Grove-IL---Finley/Client-Support-Engineer-Line-2_JR003390?source=BuiltInChicago
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • RLanguages
    • SqlLanguages
    • AzureLanguages
    • AWSLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • AWSFrameworks

Location

Our HQ is 22 miles from the Loop; near Belmont station, BNSF line. Plenty of places to eat & shop! 2nd office is in downtown Chicago on Madison Ave.

An Insider's view of Ensono

What’s the vibe like in the office?

I find the culture to be very open and collaborative. One can be on a call with a customer and ask your technical resource across from you a specific question or run into our CEO in the hallway while grabbing a cup of coffee. We allow feedback to be given and changes to be heard. Leadership constantly finds ways to make it an exciting workplace

Bailey Cahill

Senior Manager - Partner & Alliances

What does your typical day look like?

A typical day in our Full Stack DevOps world is collaborative, affords room for creative problem-solving, offers unique opportunities and challenges. Our work involves using cloud technologies to solve application’s needs, research datalake technologies and architect to process large amounts of performance data. We also lay 6 man variation of ping

Jake Frazier-Flores

Software Engineer

What are Ensono Perks + Benefits

Ensono Benefits Overview

Benefits include - generous maternity and paternity leave, generous paid days off and company paid holidays. Sabbatical, adoption, compassion and bereavement leave days, adoption assistance and flexible spending account. Healthcare and 401K eligibility on 1st day of work. Paid volunteer days.

Wellness programs - designed to help us be our best! Fitness week, Virgin Pulse® platform, wellness plans for credits and discounts on medical plan contributions.

Fun ergonomic workplace - free snacks, onsite gym & trainer, yoga classes, Beer O'Clock days.

Culture
Volunteer in local community
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Beer O' Cart every month!
Casual Dress
Game Room
Stocked Kitchen
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Onsite gym available!
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Promote from within

Additional Perks + Benefits

15 options for coffee and chocolate drinks (its a coffee machine with an IP address after all!) Also, Starbucks machine with chai latte counts, right? And then after the free snacks and all the hot chocolate - get some steps in while checking your emails in our fitness center. We have associate discounts on various products and services locally and nationally.

More Jobs at Ensono13 open jobs
All Jobs
Finance
Data + Analytics
Dev + Engineer
Operations
Project Mgmt
Sales
Project Mgmt
new
West Suburbs
Project Mgmt
new
West Suburbs
Sales
new
West Suburbs
Data + Analytics
new
Remote
Data + Analytics
new
West Suburbs
Operations
new
West Suburbs
Operations
new
West Suburbs
Finance
new
West Suburbs
Developer
new
Chicago
Project Mgmt
new
West Suburbs
Sales
new
West Suburbs
FULL URL//job/Downers-Grove-IL---Finley/Client-Support-Engineer-Line-2_JR003390?source=BuiltInChicago
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Ensono's full profileSee more Ensono jobs