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Technical Support Specialist - Tier 3

What You’ll Do:

  • Liaise with staff, property management, ISP’s, and other vendors to ensure any change orders are well communicated, thought out, and efficiently executed with minimal service disruption
  • Mentor junior teammates to improve their skills, and ensure that all incoming requests are services appropriately
  • Perform high-level and in-depth network monitoring; troubleshoot and diagnose network, hardware, and ISP issues
  • Consistently look for ways to improve operational efficiencies and quality, including new methodologies and technological concepts to implement either internally or in production
  • Use advanced knowledge of networks, policies and procedures, and best practices to educate and present solutions for clients
  • Dig below the surface and identify trends in support tickets, diagnose underlying causes, and take appropriate actions

 

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 a wide variety of networking concepts spanning across all layers, including (but not limited to) routing, complex VLAN topologies, general switching, firewalling, wireless, and IGMP A planner
  • An analytical mind and the ability to investigate, understand, and explain technical concepts to technical and non-technical individuals

 

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 mentor others in a technical environment
  • An analytical mind and the ability to investigate, understand, and explain technical concepts to technical and non-technical individuals
  • At least one 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

 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Technology we use

  • Engineering
    • JavascriptLanguages
    • PerlLanguages
    • PHPLanguages
    • PythonLanguages
    • D3JSLibraries
    • jQueryLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • LaravelFrameworks
    • Node.jsFrameworks
    • CassandraDatabases
    • MemcachedDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases

Location

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

What are Cloud5 Communications Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer medical and dependent care flexible spending accounts that helps employees cover out-of pocket expenses with pre-tax contributions.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
We offer pre-tax commuter benefits for all employees and subsidized Divvy bike membership.
Happy Hours
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