Reporting to the MMC Shift Manager, you will be part of the Front End Days 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

• Sunday – Tuesday 06:30-19:00
• Alternate Wednesdays 07:00-15:30
• 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.