Summary:This Corporate IT Support Engineer serves as the primary point of contact in our Chicago corporate office for all level 1 and 2 technology issues. Responsible for aligning business objectives with pack members and management and serving as a point of escalation for larger issues that may affect our corporate pack. The successful candidate is a highly motivated, dedicated, personable, flexible, experienced technology pack member who facilities support requests placed by fellow pack members. The candidate must be able to work independently as well as with the technology team on multiple projects with minimal supervision. Our Corporate IT Support Engineer is responsible for managing day to day support requests that have been assigned to them, as well as assisting their peers with any service requests that are unassigned. Enthusiastic commitment to delivering world-class technology solutions and the highest levels of customer service with a dedication to consumer advocacy is a must.

Responsibilities:

Maintain in-depth knowledge and understanding of our technologies, hosted apps, & services
Deep Active Directory knowledge. Creating and maintaining User Accounts, Executing Password Resets, Creating Distribution Lists, in depth knowledge of user provisioning
Provides local support for all software applications, hardware and technology solutions utilized by our pack
Consults with line management for technology guidance when appropriate
Collect, analyze, and track trends and metrics in partnership with leadership and the enterprise technology team to develop and deploy long-term solutions for technology issues.
Identifies technology training and coaching opportunities for individual and team business partners by standardizing undocumented processes, knowledge base and best practice guides
Communicate highly technical information to both technical and non-technical users
Provides leadership in concert with our management team to identify opportunities where technology solutions can be deployed to solve business problems
Provides support for enterprise deployments of new technology solutions
Provides support for distributed enterprise locations and technologies when possible
Instill client confidence in our infrastructure, processes, and personnel
Provide on-call after hours support on a rotating schedule with other engineers
Ensures change management processes are followed for changes impacting our environment
Maintain, implement, & support call center & customer payment technologies.

Required Qualifications:

Bachelor’s degree in STEM or a related field, or equivalent experience & certifications.
Five years previous technology help desk and/or Call Center support experience
Strong knowledge of Microsoft cloud based applications (Office 365 Admin Portal and Alert monitoring, Azure, SharePoint, Exchange Online, OneDrive, and Project)
Hands on experience in Windows and Mac OS environments
Demonstrated consultation and strong communication ability
Strong office and project organizational skills, attention to detail, time management and communication skills
Deep understanding of Active Directory and Azure Active Directory
Support of various browsers including Chrome, Edge, FireFox, etc.
Proficiency with appropriately handling spam, malware, and third-party security platforms
Ability to utilize SCCM, endpoint management, and MDM tools.
Experience with networked infrastructure technologies such as printers, switches, routers and wireless access points
Understanding of the OSI model
Hospitality experience
Ability to lift up to 50 pounds

Preferred Skills

A+, Security+, or Microsoft certifications a plus.
Experience with VoIP a plus
Experience with server virtualization technologies such as VMWare a plus.
Experience with PowerShell scripting or other scripting languages a plus