99 IT Professionals jobs in Chicago
High Level IT Professionals for Cook County Hospital Entity
Posted 2 days ago
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Job Description
High Level IT Professionals for Cook County Hospital Entity
Management Applications, Inc., a leading provider of Managed IT Services is seeking high-level IT professionals to support a contract serving a Hospital Entity in Cook County, IL.
Background
Through the hiring of IT professionals this Entity expects to meet the following business goals and objectives:
- Maintain mission critical system at optimal levels;
- Safeguard Entity technology investment;
- Ensure high availability of information required to provide effective patient care;
- Secure immediate access to technical expertise.
The Entity supports both on premise and hosted applications where Cerner and Siemens systems play a pivotal role in the provision of patient services. The Entity is in the process of migrating its financial system from JDEdwards and Lawson to Oracle EBS 12.2.4 and Hyperion 11.1.2.4.
Information exchange is facilitated by OPT-E-Man switched Ethernet service. The core transmission backbone is a metro fiber architecture that uses Ethernet Virtual Connections (EVCs) to transmit Ethernet LAN packets from the remote sites to the Health & Hospital network and is provided by AT&T. The network is configured with hardware redundancy, diverse internet routing, UPS and generator backup to maximize uptime. The network equipment standard is Cisco with over 600 Cisco/DataLink products including switches, servers, wireless access points, and software. Internal and third party network support personnel are responsible for managing the Entity networks to support daily operations; managing switches, routers, circuits and all other network components and securing, controlling and monitoring access at the network level through the use of strategically placed firewalls, intruder detection systems, remote access servers and other applications/devices purchased by the Entity. Third party personnel work collaboratively with the Entity to identify opportunities to achieve efficient services, drive down operational and support costs, and offer flexibility.
The Information Security unit is responsible for protecting the Entitys systems from unauthorized access and preventing the disclosure of confidential data to unauthorized individuals. The CIO may at her own discretion consult with the Cook County Department of Homeland Security and Emergency Managements Chief Information Security Officer (CISO). As with all hospital environments, the Entity is required to comply with HIPAA, HITECH and other applicable regulations.
The Entity only permits secure connectivity between a vendor and the County and all data transmitted must be encrypted. This type of connection is referred to as a nailed up connection and requires a one-time setup. Vendor access to the Entity for purposes of support, either application or network hardware, is achieved by the use of Ciscos remote access VPN client and Ciscos VPN adaptive security appliance (ASA) firewalls. This allows for encrypted data to traverse between the remote client and the specific County network device or application. All time reporting data that is transmitted to and from devices must be encrypted. Data that is to be transmitted off- site must be encrypted end to end. Access to hosted applications either internal or external to the Entity, must be securely connected using a non-standard TCP port and the devices will limited to only the necessary site(s).
The Entity help desk is located at a specific Hospital where tickets are addressed via email, walk-ins, but mostly via phone, in addition the Entity uses Microsoft System Center for ticket management. As a point of reference, help desk received 6,647 calls in January 2016 which included 882 walk-ins. Password resets and Citrix Freezing/too many sessions open are the most common help desk issues.
**Please do not apply to this advertisement if you do not have experience in the below areas.
Responsibilities and Experience
Data Center Support Services
Maintain a stable, predictable and reliable data center environment.
Develop, enhance and support the Entitys disaster recovery plan.
Execute projects without impact to care providers.
Provide consistent and reliable systems availability 24 hours per day/7 days per week/365 days per year.
Ensure upgrades to the most current and stable software releases and patches.
Desktop Hardware Support Services
Maintain a stable, predictable and reliable desktop environment.
Provide prompt, consistent, and reliable desktop support through successful problem resolution.
Ensure upgrades to the most current and stable software releases and patches.
Assist in reducing costs to the Entity through technology and best practice recommendations.
Assist in reducing complexities in existing processes through jointly defined technology and best practice recommendations.
Foster proactive maintenance environment to minimize downtime and promote optimum performance.
Network Support Services
Maintain a stable, predictable and reliable network environment.
Ensure high network availability at all times.
Ensure optimal network performance at all times.
Ensure adequate network security measures are in place. Provide prompt, consistent, and reliable network support.
Assist in reducing costs to the Entity through technology and best practice recommendations.
Assist in reducing complexities in existing processes through jointly defined technology and best practice recommendations.
Foster proactive maintenance environment to minimize downtime and promote optimum performance.
Information Security Services
Adhere to information security industry best practices.
Review and enhance policies, procedures, and architectures related to protecting data. Identify potential security vulnerabilities and threats.
Mitigate potential security risks.
Achieve compliance with applicable information security standards and regulations.
Review and enhance incident response policies and forensic analysis procedures.
Help Desk Services
Restore normal service operation in a timely and efficient manner.
Improve user awareness of IT issues and promote appropriate use of IT services and resources.
Effectively escalate incidents and requests using defined procedures.
Establish a help desk operation that has continual improvement built into its design.
Build a knowledge base that helps to resolve computer problems more rapidly in the future.
Provide easy access to data and information without compromising security and regulatory requirements.
Develop new, more efficient processes that fully leverage the technology investment and eliminate data and knowledge silos.
Improve the customer service experience and ease of access to help desk.
Management of Projects and Key Initiatives
Improve IT services.
Implement enhancements and solutions in accordance with lean and agile practices to reduce impact on patient care.
Improve customer satisfaction through a professional approach to service delivery.
Improve productivity.
Improve data quality, coding and configuration practices, and streamline business processes.
Improves use of skills and experience.
Investigate methods for improvement return on IT investment.
Available Positions
Program Manager/Project Manager
IT Security Analyst
Help Desk Technician
Qualification Requirements
A four year degree from an accredited institution. A two year degree and in depth experience may be substituted for the right candidate. High level IT certifications such as CCNA, CCNP, ITIL, CompTia (A+, Security+, Network+), PMP, MCP, MCTS, etc. are highly preferred.
*Applicants with a four year degree are preferred.
Job Application Instructions
To be considered for these positions please submit a clear and concise resume (2 pg max.) as well as your minimum salary requirements . We will NOT consider your application without the REQUIRED minimum salary requirements. Please also list all Certifications and Education within your resume.
#J-18808-LjbffrLead Associate Principal, Network Engineering
Posted 14 days ago
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Job Description
This role is responsible for supporting, administrating and overseeing network support, design and analysis of new and existing architectures, routing/switching configuration and design, and network related business continuity approaches; develop systems specifications, technical implementation plans and coordinating complex installation projects with clients and vendors. Works with a team performing network design and support of new network and security architectures for "on premise" and Cloud networks.
Primary Duties and Responsibilities:
To perform this job successfully, an individual must be able to perform each primary duty satisfactorily.
Oversee the full lifecycle of network infrastructure, including the design, deployment, support, and documentation of routing, switching, firewalls and cloud-base solutions. Lead and coordinate network changes, ensuring security, performance and compliance with governance framework (NIST-CSF, COBIT). Collaborate with vendors, carriers, and engineering teams to resolve complex issues and drive large-scale project to completion. Provide strategic direction for network planning, maintaining up-to-date documentation and deliver on-call operational support to ensure reliability and business continuity.
Supervisory Responsibilities:
- None
The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary functions.
- (Required) Excellent presentation skills including planning, material preparation and public speaking
- (Required) Demonstrated capability to tailor communications to the technical level of the audience
- (Required) Clear, concise and precise written and verbal communication skills to effectively communicate with people of various backgrounds
- (Required) Strong interpersonal, leadership, project management and mentoring skills
- (Required) Strong ability to use solution-oriented approach towards problem resolution
- (Required) Ability to work independently and be a team player
- (Required) Experience directing use of tools such as Ansible, Terraform, Jenkins, Python, and Github (or industry equivalent)
- (Required) Experience delivering Infrastructure as code
- (Required) Experience building cloud infrastructure in environments such as AWS (Preferred), Azure, or Google Cloud, or similar service
- (Required) Knowledge of layer 3 routing and switching
- (Required) Experience with IOS, NX-OS, and XR
- (Required) Advanced experience with architecting, designing, deploying, and operating network elements such as DNS/IPAM; Firewalls; Network Access Control Solutions (NAC); load balancing; DDoS mitigation, tapping/sniffing infrastructures; and NTP
- (Required) Excellent physical communication troubleshooting skills using cabling and signaling analyzer, packet capture and analysis
- (Required) Advanced WAN, LAN, TCP/IP, VPN, Ethernet Skills
- (Required) Extensive EIGRP, BGP4, RIP and OSPF Routing Protocol knowledge
- (Preferred) Experience with SDN deployments or Cisco ACI | (Required) Experience with IP route and switching for mainframe and storage appliances
- (Required) Bachelor's degree, preferably in a technical discipline (Computer Science, Mathematics, etc.) or equivalent combination of education and experience.
- (Required) 5+ years of experience in IT systems installation, operations, administration, and maintenance of virtualized servers / cloud systems
- (Preferred) Relevant industry certifications such as Microsoft Azure or Google Cloud
- (Preferred) Cisco Certified Network Professional (CCNP or CCDP) equivalent field experience
- (Required) AWS certifications such as DevOps Engineer, Solutions Architect, Advanced Networking, or Security or equivalent field experience
- (Preferred) Cisco Certified Internetwork Engineer (CCIE) Certification
The Options Clearing Corporation (OCC) is the world's largest equity derivatives clearing organization. Founded in 1973, OCC is dedicated to promoting stability and market integrity by delivering clearing and settlement services for options, futures and securities lending transactions. As a Systemically Important Financial Market Utility (SIFMU), OCC operates under the jurisdiction of the U.S. Securities and Exchange Commission (SEC), the U.S. Commodity Futures Trading Commission (CFTC), and the Board of Governors of the Federal Reserve System. OCC has more than 100 clearing members and provides central counterparty (CCP) clearing and settlement services to 19 exchanges and trading platforms. More information about OCC is available at
Benefits
A highly collaborative and supportive environment developed to encourage work-life balance and employee wellness. Some of these components include:
- A hybrid work environment, up to 2 days per week of remote work
- Tuition Reimbursement to support your continued education
- Student Loan Repayment Assistance
- Technology Stipend allowing you to use the device of your choice to connect to our network while working remotely
- Generous PTO and Parental leave
- 401k Employer Match
- Competitive health benefits including medical, dental and vision
Compensation
- The salary range listed for any given position is exclusive of fringe benefits and potential bonuses. If hired at OCC, your final base salary compensation will be determined by factors such as skills, experience and/or education.
- In addition, we believe in the importance of pay equity and consider internal equity of our current team members as part of any final offer.
- We typically do not hire at the maximum of the range in order to allow for future and continued salary growth. We also offer a substantial benefits package as noted on
- All employees may be eligible for a discretionary bonus. Discretionary bonuses are based on various factors, including, but not limited to, company and individual performance and are not guaranteed.
Salary Range
$123,500.00 - $176,500.00
Incentive Range
8% to 15%
This position is eligible for an annual discretionary incentive compensation award, for which the target range is listed above (see Incentive Range ). The amount of such award, if any, will be based on various factors, including without limitation, both individual and company performance.
Step 1
When you find a position you're interested in, click the 'Apply' button. Please complete the application and attach your resume.
Step 2
You will receive an email notification to confirm that we've received your application.
Step 3
If you are called in for an interview, a representative from OCC will contact you to set up a date, time, and location.
For more information about OCC, please click here.
OCC is an Equal Opportunity Employer
System Administration
Posted 6 days ago
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Job Description
Location: Chicago, IL (Onsite)
Contract
Job Description:
VxRail, VMware ESXi, VMWare NSX-T, VMware VCF, VMware Aria Load Balancers, vSAN, vSphere, HCX, SDDC, vRealize. PDU, UPS, Microsoft Teams, SharePoint, Windows, SQL, Basic Active Directory, SSL certificates, Hyperconverged Technologies, Software Defined Networking, InfoSec, Cloud Compute experience private/public/hybrid), Familiar with PowerShell and PowerCLI. IaaS & PaaS and native cloud services (Azure/AWS/Google).
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.
Senior Network Security Engineering Manager (Cloud experience required)
Posted 12 days ago
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Job Description
Charlotte, North Carolina;Washington, District of Columbia; Addison, Texas; Jacksonville, Florida; Denver, Colorado; Jersey City, New Jersey; Chicago, Illinois
**To proceed with your application, you must be at least 18 years of age.**
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Acknowledge ( Description:**
At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.
Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates' physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.
Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.
At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
**Position Summary:**
This job is responsible for supporting multiple network security engineering efforts to deliver enterprise security capabilities globally. Key responsibilities: include serving as a subject matter expert of security technology, overseeing major engineering milestones including the design, development, and implementation of systems, and reporting on key metrics. Job expectations include executing on engineering initiatives, partnering with cross-functional teams, solving complex issues within BofAs global network footprint, and mentoring/managing team members.
**Job Description:**
This role is for a Senior Network Engineering Manager. This role participates and leads design discussions, engineering and implementation of network activities. This includes vendor selection, testing, technical support, systems/network design, and risk reduction activities. This person is responsible for components of complex engineering and/or analytical tasks and activities, they assist in establishment of input/output processes and working parameters for hardware compatibility and coordination of subsystems design and integration of total system. They will serve as a fully seasoned/proficient technical resource and technical subject matter expert This role will have direct reports and will also influence and direct activities of a team related to special initiatives or operations. Provides input on staffing, budget, and personnel
**This position will have 8+ direct reports.**
**Key Responsibilities:**
- Contribute to defining and ensuring security requirements are met based on BofA standards and Policies.
- Incorporates basic architecture components including threat-models, diagrams, and technological requirements for in solution development.
- Understand and utilize basic network, virtualization, and datacenter technologies for deployment strategies.
- Work across technology teams to understand and aid in the delivery of system requirements.
- Build and improve processes supporting system transformation, structures, quality controls, dependency, and workload management.
- Perform/Implement existing test suites (integration, regression, and performance), analyze test reports, identify any test issues/errors, and triage the underlying cause.
- Document and communicate required information for deployment, maintenance, support, and business functionality.
- Adhere to team delivery/release process and cadence pertaining to solution deployment and release.
- Identify gaps in environment management standards adherence and work with appropriate partners to develop plans to close gaps.
**Required Qualifications:**
- 10+ years of experience in technology, preferably in network/infrastructure
- 5+ years of experience in Network Security
- 5+ years of experience in managing teams
- Expertise in Network design for hybrid cloud implementations and experience with various network security tools
- Experience in deploying large-scale, global projects and programs
- Familiarity with IT security and risk management practices
- Leadership skills and qualities which enable you to work with peers and various levels of management
- Effective communication skills and motivation/willingness to learn
**Shift:**
1st shift (United States of America)
**Hours Per Week:**
40
Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.
To view the "Know your Rights" poster, CLICK HERE ( .
View the LA County Fair Chance Ordinance ( .
Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy ("Policy") establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.
Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank's required accommodation request process before your first day of work.
This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.
Technical Support
Posted 6 days ago
Job Viewed
Job Description
Day-to-day operational activities focusing on change, configuration, incident and problem management, leading to service level management, service and software delivery life cycle (SDLC) and to the Test Lift Cycle using Information Technology Information Library (ITIL) as framework.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
• Drive the assessment, planning and authorization of changes to the IT production environment.
• Minimize disruption of services due to improper change implementation.
• Drive the identification of the root cause of Incidents or their prevention.
• Ensure services are stable, timely and accurate and Incidents neither occur nor recur, focusing on incident prevention.
• Support all the other processes providing accurate data related to the production environment, the elements (configuration items) that make it and their relationship.
• Establish effective relationship within IT organizations and Jabil to understand and interpret the process requirements and ensure efficient integration and optimal results for process definition
• Lead in the design and implementation of the process of his/her responsibilities, related tools and/or methodology to ensure cost efficient, timely and effective services that support the corporate business strategy
• Develop process tools and templates to facilitate process consistency and effectiveness
• Drive the efficiency and effectiveness of the process of responsibility and ensure that the process participants consistently follow the process standards, policies, business roles and procedures
• Maintain concise process management documentation and ensure process information repository is complete and accurate
• Oversee the day-to-day administration and operation of the process of his/her responsibilities and associated tools (Global, Regions, Sites level as assigned), facilitates or chairs process-related meetings
Knowledge requirements:
dvanced: User end points: HW and OS Win7-Win11, patching, vulnerabilities management, AD experience (users, group management)
Basic : Network knowledge (VLAN concept, basic network topology), Server knowledge (mount and rack, iLO, etc)
ppreciated experience: Thin Clients and Raspberry PI, DHCP, SCCM
Technical Support Specialist
Posted 2 days ago
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Job Description
Location Evanston, Illinois
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Department: IT Technology Support Svcs
Salary/Grade: NEX/15
Job Summary:
Provides endpoint technology support for Northwestern University customers. Responsible for workstation setup, end-user support, device management, and decommissioning. This includes working with university stakeholders to design, purchase, configure, and distribute assets to meet business objectives; tagging, managing, and decommissioning assets over their lifecycles; and provide quality workstation support to end users as requests/issues/problems are reported. Diagnoses and resolves technical issues, questions, and inquiries utilizing hardware and software testing tools and techniques. Working closely with peers and users to deliver optimum service and maintain a high level of customer satisfaction.
Responsible for maintaining security standards, including, antivirus software provisioning, software patching, and encryption configuration. Also, responsible for imaging, backup, and restoration services for managed devices. Implements policies, procedures, and standards and ensures their conformance.
Please enter description of workplace endpoint technology: Core desktop operating systems including Microsoft Windows 10 and 11 MacOS X as well as Microsoft Exchange, Microsoft Office Suite and other desktop productivity applications. Dell, Lenovo, and Apple desktops, laptops and tablets.
Specific Responsibilities :
Strategic Planning
- Assists in the creation of workplace endpoint technology initiatives.
Administration
- Recommends modification of practices and procedures to increase effectiveness or efficiency.
- Partners with users on projects utilizing IT units systems to meet specific user goals.
- Authors Scopes of Work for small projects.
- Creates and maintains user documentation.
Development
- Installs, repairs and adjusts workplace endpoint technology using standard tools and test equipment while following established procedures.
- Provide installation, configuration and troubleshooting assistance for core desktop operating systems including Microsoft Windows 7/8/10, Macintosh OS X as well as Microsoft Exchange, Microsoft Office suite and other desktop productivity application.
- Performs such tasks as replacing components, use of diagnostic tools to investigate, diagnose, resolve and recover end user device issues.
- Performs routine preventive maintenance tasks in accordance with established practices.
- Maintain hardware and software inventories and documentation, assist in the creation of hardware replacement lifecycle plan for departments.
Performance
- Diagnoses and resolves complex problems, questions and inquiries encountered by clients according to established practices.
- Handle tickets escalated from the Service Desk and tickets that arrive directly from supported departments. Consultations may take place via e-mail, remote session, telephone, or in person (desk side or walk- up). Visit departments on campus to coordinate work and resolve tickets, including frequent trips across the NU campus.
Miscellaneous
Performs other duties as assigned.
Minimum Qualifications:
- Successful completion of a full 2-year course of study in an accredited college or university leading to an associate's or higher degree; OR appropriate combination of education and experience.
- 2 years IT, CS user support or other relevant experience required.
Infrastructure (extends across applications)
- Adobe Creative Cloud Suite
- OneDrive and SharePoint
- Information security
- LDAP
- Mac OS X Operating System
- Microsoft Exchange
- Microsoft Teams
- Microsoft Office (Word, Excel, Powerpoint, Access, Outlook)
- Microsoft SharePoint
- Windows Operating System
- Other: Kace, Bomgar, JAMF Pro, Crowdstrike Falcon
Analytical
- critical thinking
- judgment
- problem solving
- read & interpret technical drawings
- Troubleshooting
Project
- organizational skills
- planning
Minimum Competencies: (Skills, knowledge, and abilities.)
- Excellent oral and written communication skills, organizational skills, management of own time, and respect for the time of others.
- Demonstrate a take ownership attitude
- Ability to establish and maintain respectful and effective relationships with management, co-workers and customers.
- Ability to act on own initiative to further organizational and University goals.
- Demonstrated experience documenting IT related procedures & processes to improve overall team knowledge.
- Demonstrated familiarity with desktop computing and support environments and Internet utility software.
- Demonstrated familiarity with ITIL framework and concepts.
Preferred Qualifications:
- Bachelor's degree in Computer Science
- Certification in IT Service Management using ITIL framework.
- Experience in desktop support for multiple clients.
- Experience with Microsoft Configuration Manager, Intune, JAMF Pro, Crowdstrike Falcon, BitLocker, Bomgar Remote Desktop Support, Linux
Preferred Competencies: (Skills, knowledge, and abilities)
- Strong reasoning and problem-solving skills
- Exceptional customer service values and skills, including ability to successfully resolve conflict constructively and to maintain positive relationship with customers
- Ability to work collaboratively in a team environment
- Ability to work under pressure and consistently meet deadlines
Target hiring range for this position will be between $27.06 $30.45 per hour. Offered salary will be determined by the applicant's education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data.
Benefits:
At Northwestern, we are proud to provide meaningful, competitive, high-quality health care plans, retirement benefits, tuition discounts and more! Visit us at to learn more.
Work-Life and Wellness:
Northwestern offers comprehensive programs and services to help you and your family navigate life's challenges and opportunities, and adopt and maintain healthy lifestyles.
We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at to learn more.
Professional Growth & Development:
Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If you're interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at to learn more .
Northwestern University is an Equal Opportunity Employer and does not discriminate on the basis of protected characteristics, including disability and veteran status. View Northwestern's non-discrimination statement . Job applicants who wish to request an accommodation in the application or hiring process should contact the Office of Civil Rights and Title IX Compliance. View additional information on the accommodations process .
Technical Support Engineer
Posted 4 days ago
Job Viewed
Job Description
Job Family: Grid Software
Req ID:
Company: Siemens Industry, Inc. Location: 1000 Deerfield Parkway, Buffalo Grove, IL 60089 Position Title: Technical Support Engineer Salary $110,165 - $132,700 / Year Hours: Monday - Friday, 8:00 am to 5:00 pm, 40 Hours/Week Summary of Duties: Be first point of contact for customers, by assisting with their product queries. Assess the severity and urgency of the queries, determine the action plan, and initiate the resolution. Work with customers to resolve fundamental software issues with Siemens' cloud offering. Shepard the resolution through subject matter experts, application owners, trainers, or other technical resources as needed. Prioritize, research, diagnose, troubleshoot, and resolve product issues within the defined service level agreements (SLAs). Coordinate and communicate with different teams and follow standard procedures to escalate unresolved issues to appropriate internal departments. Act as customer advocate at Siemens and liaise with R&D/Product Management to ensure that customers receive the appropriate level of service in a timely manner. Enhance the FAQ library to add knowledge articles to aid quick responses and self-service. Responsible for after-hours critical support. Prioritize, research, diagnose, troubleshoot, and resolve the customer submitted product issues within the defined SLAs. Remote work permitted. Qualifications: The position requires a Bachelor's degree in Computer Science, Electrical Engineering, Electronics Engineering, or a related field and five (5) years of experience in the job offered, or as a Quality Assurance Engineer, DevOps Engineer, Software Developer, or a related occupation. The position requires the following skills: Three (3) years of experience with supporting and implementing cloud solutions; and working with geographically distributed teams. Two (2) years of experience with programming and scripting languages, such as Java or Python; and Experience in a customer-facing technical support role. One (1) year of experience in support processes for DevOps operations and cloud solutions. The position requires experience with the following: Knowledge of PSS®E or Network Model Management, ODMS, or MOD; Customer support platforms, such as Freshdesk; and Setting up analytical reports and dashboards for customer service KPIs. Remote work permitted. Equal Employment Opportunity Statement Siemens is an Equal Opportunity Employer encouraging inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law. EEO is the Law Applicants and employees are protected from discrimination on the basis of race, color, religion, sex, national origin, or any characteristic protected by Federal or other applicable law. Reasonable Accommodations If you require a reasonable accommodation in completing a job application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please fill out the accommodations form by clicking on this link Accommodation for disability form ( . If you're unable to complete the form, you can reach out to our AskHR team for support at . Please note our AskHR representatives do not have visibility of application or interview status. Pay Transparency Siemens follows Pay Transparency laws. California Privacy Notice California residents have the right to receive additional notices about their personal information. To learn more, click here. ( Criminal History Qualified applications with arrest or conviction records will be considered for employment in accordance with applicable local and state laws.
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Technical Support Specialist
Posted 6 days ago
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Job Description
Network Perception is looking for a driven, highly motivated technical support person interested in joining an exciting early stage company in the network security space. The core responsibilities for this position are managing support requests and being the liaison between clients and the software development team. Duties will include creating support tickets, responding to client requests, orchestrating support calls and gathering the necessary information to address technical issues in a timely manner. This is the initial hire of this position within the company and candidates must be comfortable working with management and the team of developers. Network Perception is a high growth early stage technology company that has launched two innovative and cutting-edge products in the network security industry. The company was founded at the University of Illinois by a team of industry leading security experts.
In order to be successful in this role, you will need to have a deep understating of networking concepts, and also experience with professional software development. This is a client facing position and candidates must have strong communication skills and be comfortable working directly with clients. Previous experience in a technical support role is an advantage.
Qualifications
- BS or MS in Computer Science (or related) with at least 2 years of relevant experience
- Excellent ability to effectively communicate with different stakeholders
- Strong analytical and problem solving skills
- In-depth knowledge about networking protocols and the TCP/IP stack
- Perfect understanding of access control lists, address translation, tunneling, and standard routing protocols
- Fluent with Unix toolset and Git
- Experience in Python, Web development, and large code base
- Manage technical support requests generated by clients.
- Create support tickets and follow up with clients
- Schedule support call to understand technical issues and gather information to address them
- Work with software developers to fix technical issues
- Understand technical issues related to network architecture, network access control, routing, and network device configurations
- Prepare and provide reports on technical support service requests and response time
Skills & Requirements Qualifications
Technical Support Engineer
Posted 6 days ago
Job Viewed
Job Description
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.
Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.
Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
What's the opportunity?
The Technical Support Engineer team is looking for an individual with engineering and or web development experience that wants to be a part of creating truly exceptional customer experiences as well as educating and supporting our customers on a global level. This is a very hands-on, technical role, that is much broader than a typical ticket-based support position. Our Support Engineers partner with our customers to tackle challenging technical issues they face in innovative ways.
In this role, you will be directly responsible for helping people integrate Intercom into their products, diagnose and report problems they have, and serve as the bridge between our customers and our product teams. Our job starts the moment a customer decides they want to use Intercom, sticking with them every step of the way to ensure they get the most value from our product.
This opportunity is for folks who truly love problem-solving and troubleshooting, with the end goal of empowering our customers' to reach their objectives and address any challenges with our product. This is not a springboard into other areas or jobs at Intercom, but this is a great role for those who are looking to be part of our support team for a while and who are excited about growing alongside Intercom. We also want people that have an eye for improvement and efficiency, someone who wants to work at a place where they're encouraged to bring ideas and feedback to the table on how things could be better for our team and/or our customers.
This position will be hybrid with the expectation to work from the office 3 days a week and work from home the remaining 2 days of the week. You are welcome to work from the office full-time if that is preferred.
What will I be doing?
- Communicating efficiently and effectively with our customers - we use our own product to do most of our support, but outbound phone calls are part of our offering too.
- Owning customer communications and issues from initial contact until resolution.
- Becoming an encyclopedia of knowledge about how Intercom works and what it is capable of.
- Being the one responsible, along with the Support team, to ensure that all customers have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible.
- Working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions.
- Debugging complex issues with an understanding of both our own codebase and the many technologies employed by our customers.
- Utilizing inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes.
- Influencing the direction of the Intercom product through daily communication with our customers and consistent collaboration with our product teams.
In your first 30 days you will:
- Complete company onboarding, becoming familiar with Intercom's values, strategy, and goals.
- Dive into CS-specific trainings to learn the product and CS workflows and successfully pass relevant assessments.
- Start talking to customers in the inbox and build "inboxing" fundamentals through Paired Inboxing sessions.
- Showcase successful and proactive communication about your training progress and needs/questions that arise.
- Continue to complete CS trainings and pass relevant assessments successfully and on schedule.
- Independently inbox using the resources and supports provided; be able to identify Problems to be Solved and address all pieces of the customer's query.
- Demonstrate ownership in the execution of your work.
- Showcase successful and proactive communication, building on above - begin a habit of having items prepared for 1:1 discussion and driving the agenda.
- Receive QA reviews and action feedback.
- Begin a personal growth tracker document (or Individual Development Plan) with your manager for ongoing development and showcase a proactive approach to personal and career development.
- Contribute outside of the inbox via sharing suggestions and ideas for how we can improve.
- Successfully meet KPI targets and/or goals.
- Demonstrate Intercom's Values in your work and alignment with the company vision and strategy.
Remember that there's no such thing as the perfect candidate or background, which is what makes us unique and successful! Imposter syndrome is common, but we'd love to hear from you. So please don't hesitate to apply, even if you don't tick every box on this page!
- 1-2 years of technical support experience.
- Understanding of Web dev basics (HTML, Javascript, CSS), Git, Ruby, Rails, APIs.
- Understanding of REST API, SDKs & Webhooks.
- Solid understanding of tech fundamentals + modern day tools (Slack, Chrome, Coda, Asana, etc.).
- Strong customer focus (excels at + enjoys helping customers).
- Strong communication skills (ability to question, clarify, empathize, use appropriate tone + language, personable).
- Strong problem solving skills (ability to think critically and learn on-the-fly).
- Ability to troubleshoot and utilize resources to answer questions on baseline topics.
- Ability to take on + action feedback.
- Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency.
- Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas.
- Completion of technical coding bootcamps, programs, courses, etc.
- Previous experience working in a troubleshooting environment.
- Understanding code syntax or use of specifically supported frameworks.
- Experience configuring our supported iOS/Android Plugins (mobile SDKs).
- Familiarity with native mobile development.
We are a well-treated bunch, with awesome benefits! If there's something important to you that's not on this list, talk to us!
- Competitive salary and meaningful equity
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews - great work is rewarded!
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- In-office bicycle storage
- Fun events for Intercomrades, friends, and family!
*Proof of eligibility to work in the United States is required.
The base salary range for candidates within the Greater Chicago Area is 81,000 - 96,000. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
Policies
Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.
We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.
Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.
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Technical Support Manager
Posted 6 days ago
Job Viewed
Job Description
Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition.
For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster.
Technical Support Manager
As a Technical Support Manager, based in Chicago, you will lead a team that operates as a first point of contact for Adyen's merchants across the globe. You will guide and develop the Technical Support team that works directly with merchants to help solve complex technical and operational questions. Day-to-day, you will be working with multiple teams across Adyen, such as Operations, Engineering, Product, Account Management, and Sales to provide white glove service and support.
Our team is merchant-focused, highly motivated and thrives on our shared success. You will be part of an international team with diverse backgrounds and skill sets. With Adyen being a 24/7 business, we operate throughout time zones using a follow the sun principle. Our extensive payments knowledge and technical skillset is our most valuable asset both to our merchants and our internal teams.
What you'll do
- Lead a customer facing team that is a key source of knowledge on the Adyen platform and APIs, the underlying technology stack, and industry-standard integration methods and best practices
- Collaborate across an international leadership team by scheduling and participating in monthly meetings, standardizing best practices and developing global alignment as we scale
- Coach and mentor members of the Support team to fully prepare Technical Support Engineers to resolve technical challenges for Adyen's merchants and grow their careers
- Help define and clearly communicate objectives and key results for the Support team
- Institute accountability, track team progress and success, and present results to Senior Leadership
- You are a people leader who can apply focus and drive change and have between 3-6 years of experience managing technical support teams
- You are innovative, love dealing with ambiguity, have strong problem-solving capabilities and enjoy establishing processes and procedures
- You are able to serve as an escalation point to varied technical support requests and issues
- You can make quick informed decisions and prioritize requests for both internal and external stakeholders
- You have strong communication skills and the ability to interact with others clearly and empathetically
- Payments or Fintech experience is not required, but you must be able to communicate your enthusiasm for the space and have a tech background or strong technical affinity
- Must be willing to travel, both domestically and internationally where required
Our Diversity, Equity and Inclusion commitments
Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you're from, we welcome you to be your true self at Adyen.
Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, Adyen encourages you to reconsider and apply. We look forward to your application!
What's next?
Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. Learn more about our hiring process here. Don't be afraid to let us know if you need more flexibility.
Adyen is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.
All your information will be kept confidential according to EEO guidelines.
The annual base salary range for this role is $125,000 - $170,000; to learn more about our compensation philosophy, please click here.
This role is based out of our Chicago office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.
This is a full time position and does require working the occasional holiday and/or weekend to ensure business continuity.