Technical Support Specialist - Tier 2

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Cloud5 is in growth mode and adding new clients across the country.  If you have experience resolving technical networking issues, we want to connect with you.   If your customer service skills are unmatched, let’s chat.  If you’re looking for a great opportunity to grow and learn in a technical environment, you’ve found it.
 
What You’ll Do:

  • Liaise with internal and external contacts to ensure that change orders are well communicated, well thought out, and efficiently executed to completion with minimal service disruptions
  • Perform high level and in-depth network monitoring; troubleshoot and diagnose network, hardware, and ISP issues
  • Analyze and identify larger global/system wide issues and present, or escalate, these to Tier 3 agents for additional input and resolution 
  • Create detailed documentation regarding technical issues, collecting information from multiple sources and analyzing potential problems

 
Who You Are:

  • An impeccable customer service provider with excellent communication skills and a high attention to detail
  • Technically-savvy with a solid understanding of WAN/LAN configuration
  • A planner with excellent time management and organizational skills

 
What You’ll Need:

  • Associate's or Bachelor’s degree in Information Technology or related experience
  • 3+ years of experience providing technical support and / or customer service
  • Fluency in written and spoken English; fluency in other languages is a plus
  • Flexibility to work a variable schedule, including some evening and weekend shifts
  • Passion for technology with the desire to learn and advance in a technical environment
  • An analytical mind and the ability to investigate, understand, and explain technical concepts to technical and non-technical individuals
  • Ideally, Networking / Cisco (CCENT, CCNA, CCNP, Network+) certifications

 
What You’ll Enjoy:

  • Competitive base salary with bonus potential
  • Convenient West Loop location, close to the CTA, Metra, Divvy, and major freeways
  • Opportunities for advancement and professional development
  • Medical, Dental, and Vision coverage; 401k plan; voluntary Life and Disability coverage
  • PTO that accrues with tenure + 8 paid holidays each year
  • Divvy Bike discount and CTA/RTA transit benefit programs

 
 

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Location

Convenient West Loop location, close to the CTA, Metra, Divvy, and major freeways.

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