IT Support Engineer

| Chicago

We are seeking an individual to join our team in providing internal technical support as well as maintain the technical infrastructure for an organization of over 100 employees with primarily macOS devices. This person will work closely with IT, Operations, and Security teams in order to support day-to-day operations, ensure availability of information systems, improve processes, enable users, and promote a secure environment. 

You will do well in this role if you love making connections between people and technology. Someone who is “service-minded” will fit in well on our team, meaning you naturally like to find pain points and figure out how to solve them. In general, you enjoy helping people and believe that a great product comes from great team collaboration. You take delight in debugging unfamiliar problems and push yourself to be growing as an IT Engineer. You should find reward in persevering to solve customer pain points.

Our Team

This role will be on the internal IT team which focuses on supporting, developing, and engaging with employees and technology to create confidence and sustainable uptime within the company’s tech infrastructure.

The IT team does a wide breadth of types of work. From third-party vendor and SaaS management for the majority of our tech stack to ensuring our hardware devices are fully compliant with security requirements. Wherever we can, we automate repeated logic or at least provide suggestions that reduce the burden of setup through Jamf Pro, Meraki, and Freshservice. The team is also responsible for predicting possible hurdles/outages and following through with creating a solution with documentation, QA testing, and end-user communication. 

We are looking for an IT Support Engineer to own the front-end challenges the team faces, but we expect the IT Support Engineer to actively part-take in anything that is thrown at the IT team. This individual will excel in customer support, triaging day-to-day issues, and finding solutions that help us grow efficiently.

Responsibilities: 

  • Provide hands-on technical support for internal employees -- identify, troubleshoot, and resolve issues for local hardware, software, and networking equipment.

  • Create and update documentation and communication to team and organization to help assist adoption of new systems or processes.

  • Manage deployment (macOS), installation, configuration and operation of desktop computers, peripheral equipment and software within established standards and guidelines.

  • Demonstrate flexibility in extended hours to meet deadlines whenever required necessary.

Qualifications: 

  • Hands-on proficiency with MacOS -- Apple applications and hardware

  • Have a diplomatic and professional attitude -- be sensitive to the IT needs of colleagues while regarding other priorities in the job.

  • Excellent interpersonal skills including oral and written communication with timeliness in mind.

  • Extraordinary problem solving and critical thinking skills that allow you to work in an efficient manner.

  • Working Knowledge of troubleshooting basic network (TCP/IP, DHCP, DNS), software, printing problems.

Bonus:

  • Scripting in Bash and/or Python -- reverse engineering macOS (you read that right!).

  • Familiar with Jamf Pro -- configuring new Macs, creating policies, using AutoPkg.

  • Knowledge of AWS, cloud computing, and virtualization.

  • Experience with networking equipment -- Meraki & Cisco firewalls, switches, access points, and routers.

About Narrative Science

Narrative Science creates software that writes stories from enterprise data to drive understanding and results. Powered by artificial intelligence, our technology automatically turns data into easy-to-understand reports, transforms statistics into stories, and converts numbers into knowledge. Narrative Science works with customers including Deloitte, MasterCard, USAA, and members of the U.S. intelligence community, empowering them to understand and act on key business metrics, make better decisions, and focus talent on higher-value tasks -- all through the power of data storytelling.

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Location

Located in the heart of the loop, our office provides easy access to public transportation and some of Chicago's favorite destinations.

An Insider's view of Narrative Science

How do you collaborate with other teams in the company?

At Narrative Science, teams collaborate every day. When it comes to background, experience, and points of view, we are a very diverse company, and our employees take full advantage of that. It isn't uncommon to see functional teams pulling in members from other teams to work on initiatives together or even just to get another opinion.

Anna

Senior Product Marketing Manager

What makes someone successful on your team?

Successful people on my team have a passion for customers & a drive to deliver the best results to them. They're creative problem solvers who thrive in a collaborative environment. Each customer has unique needs & high-performers in Customer Success are experts at identifying those needs and rallying every resource necessary to take care of them.

Keelin

Senior Vice President, Customer Success

What unique initiatives do you have that encourage innovation?

At Narrative Science, we support a spectrum of innovation ranging from our standard engineering process, through Hack Days and Hackathons, to our ongoing Incubator team. Narrative Science is only successful if we hire smart and self-motivated people, so we’re committed to giving them the support and space they need to innovate.

Nate

Vice President, Product Architecture

What are some things you learned at the company?

We are encouraged to deliver an exceptional customer experience. To achieve this goal, I’ve learned how various aspects of software engineering integrate to create a great and reliable product. I've learned how to design/implement database architecture, automated testing, and data analytics to craft our innovative products and bring them to market.

Jesus

Software Engineer

What are Narrative Science Perks + Benefits

Narrative Science Benefits Overview

We offer a full range of benefits including Medical, Rx, Dental, Vision, FSA (for medical and dependent care expenses), Commuter Benefits, Life Insurance, Short and Long Term Disability, Paid Parental Leave, and 401k options for you and your family. Our people manage their own schedules, work hard, take time off when they need it—and come back refreshed and ready to dive back in.

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
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

Standing desks. Catered weekly lunches. Flexible vacation policy. Company events. Free eats & drinks. Free gym access & bike parking. Personal MacBook Air. Community engagement opportunities. Internal learning and development opportunities. Referral program & incentives.

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