47 IT Professionals jobs in Westmont

• Lead and mentor a team of technical support engineers.
• Manage incoming support requests, prioritize, and assign tickets to team members.
• Ensure timely and effective resolution of customer technical issues.
• Develop and maintain comprehensive support documentation, knowledge base articles, and FAQs.
• Troubleshoot and diagnose software and hardware issues across various platforms.
• Collaborate with engineering and product teams to identify and resolve bugs and enhance product functionality.
• Monitor support performance metrics and implement strategies for improvement.
• Provide escalation support for complex technical challenges.
• Train new support team members on products and procedures.
• Contribute to the continuous improvement of support processes and tools.
• Communicate technical solutions to customers in a clear and understandable manner.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support, with at least 2 years in a lead or supervisory role.
• Proven experience troubleshooting complex software issues.
• Strong understanding of operating systems (Windows, macOS, Linux) and network protocols.
• Proficiency with ticketing systems (e.g., Zendesk, Jira Service Desk).
• Excellent problem-solving, analytical, and critical thinking skills.
• Strong communication, interpersonal, and customer service skills.
• Ability to work independently and manage time effectively in a remote environment.
• Experience with scripting languages (e.g., Python, Bash) is a plus.
• Familiarity with cloud platforms (AWS, Azure, GCP) is advantageous.

• Leading, training, and motivating a team of technical support specialists.
• Overseeing daily support operations, ensuring efficient ticket management and resolution.
• Developing and implementing support policies, procedures, and best practices.
• Serving as an escalation point for complex technical issues.
• Monitoring support queues and ensuring Service Level Agreements (SLAs) are met.
• Identifying recurring issues and collaborating with development and operations teams to implement permanent solutions.
• Creating and maintaining knowledge base articles and troubleshooting guides.
• Conducting performance reviews and providing ongoing feedback to team members.
• Reporting on key support metrics and team performance to management.
• Fostering a customer-centric approach within the support team.

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Minimum of 5 years of experience in a technical support or helpdesk role, with at least 2 years in a leadership or supervisory capacity.
• Strong understanding of operating systems (Windows, macOS), networking concepts, and common software applications.
• Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Management).
• Excellent troubleshooting, problem-solving, and diagnostic skills.
• Exceptional customer service, communication, and interpersonal skills.
• Ability to manage and motivate a team effectively.
• Experience in developing and delivering technical training is a plus.
• Familiarity with ITIL best practices is desirable.
• This hybrid role requires the ability to work both remotely and from our Chicago office on a regular basis.

You will be responsible for overseeing technical support operations within Americas, ensuring high levels of customer satisfaction and efficient problem resolution. This role involves collaborating with other departments and implementing strategies to improve service delivery.

Our Team

The global Technical Support team provides technical pre-sales and post-sales support and training to business associates and end customers on installation and use of CES's structured cabling and other solutions, support Sales to consultatively sell and foster relationships with regional Architects, Design Consultants, Certified Installers, and End Customers, review customer requests for technical quotes and/or design assistance and recommend solutions.

What You Will Do

• Provide day-to-day support operations to ensure timely and effective resolution of customer issues / Serve as the primary point of contact for escalated technical issues within the region.
• Deliver hands-on technical training on CES's copper/fiber solutions to internal and external customers.
• Advocate CES's offer in technical forums and maintain CES's technical and collateral libraries for rapid response to end customer requests / Build strong relationships with key customers and stakeholders.
• Process tickets with CES's Customer Support Portal providing warranty, training, and support of CES's customers.
• Support Sales to consultatively sell and foster relationships with regional Architects, Design Consultants, Certified Installers, and End Customers
• Work closely with cross-functional teams, including Sales, Product Management, Engineering and Marketing to ensure customer needs are met.
• Experiment with prototypes of solutions to evaluate their features, benefits, and weaknesses.
• Proactively communicate competitive moves within the marketplace / Stay informed about industry trends and advancements to ensure the team remains knowledgeable and competitive.

Who You Are (Basic Qualifications)

• Previous experience in supporting and designing structured cabling (with both Copper and Fiber Optic solutions).
• Knowledge of industry standards for structured cabling
• Excellent at problem-solving and decision-making, with a customer-focused mindset.
• Self-directed and able to liaise with senior management and other department heads.
• Goal-oriented, organized and timely in you work, with a sense of urgency.
• Highly adaptable to rapidly changing environment and new challenges, and highly adaptable to changing business needs and technological advancements.
• Highly collaborative with cross-functional experts to deliver thorough technical sales content and training material.

What Will Put You Ahead

• Degree in a technical field from an accredited university.
• BICSI RCDD
• Knowledge of TCP/IP Networking and Layer 3 architectures an advantage.

For this role, we anticipate paying $105,000 - $130,000 per year. This role is eligible for variable pay, issued as a monetary bonus or in another form.

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Hiring Philosophy

All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here .

Who We Are

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Our Benefits

Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.

Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.

Equal Opportunities

Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please click here for additional information. (For Illinois E-Verify information click here , aquí , or tu ).

#LI-BMW

• Provide advanced technical support and troubleshooting for software and hardware issues.
• Diagnose and resolve complex technical problems for end-users and clients.
• Create and maintain detailed technical documentation and knowledge base articles.
• Collaborate with engineering teams to escalate and resolve complex bugs and product issues.
• Manage and prioritize support tickets to ensure timely resolution.
• Educate users on product features and best practices.
• Identify trends in technical issues and suggest product improvements.
• Contribute to the development and refinement of support processes and tools.
• Handle escalated customer issues with professionalism and efficiency.
• Participate in on-call rotation as needed.

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• 4-6 years of experience in technical support or a related IT role.
• Strong knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common applications.
• Proficiency with ticketing systems (e.g., Zendesk, Jira Service Management) and remote support tools.
• Excellent analytical and problem-solving skills.
• Superior communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Experience supporting SaaS products or complex enterprise software is a plus.
• Ability to work effectively in a hybrid model, balancing remote and in-office duties.
• Customer-centric mindset with a passion for helping users.

• Provide advanced technical support and troubleshooting for complex customer issues.
• Diagnose and resolve hardware, software, and network-related problems.
• Act as a point of escalation for Tier 1 and Tier 2 support issues.
• Document technical solutions, procedures, and create knowledge base articles.
• Collaborate with engineering and product teams to identify and resolve product defects.
• Train and mentor junior technical support specialists.
• Manage customer relationships and ensure a high level of satisfaction.
• Utilize ticketing systems and remote support tools effectively.
• Identify trends in customer issues and provide feedback for product improvement.
• Contribute to the continuous improvement of support processes and documentation.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in technical support, helpdesk, or systems administration.
• Proven expertise in troubleshooting complex technical issues across various platforms.
• Strong knowledge of operating systems, networking protocols, and hardware components.
• Experience with enterprise-level software and applications.
• Proficiency in using ticketing systems (e.g., ServiceNow, Jira) and remote support tools.
• Excellent problem-solving, analytical, and diagnostic skills.
• Outstanding written and verbal communication skills.
• Ability to work effectively in a hybrid team environment.

• Provide advanced technical support to customers via phone, email, and remote sessions for complex software issues.
• Diagnose, troubleshoot, and resolve software defects, configuration problems, and integration challenges.
• Document all customer interactions, technical issues, and resolutions accurately in the support ticketing system.
• Escalate critical issues to development or engineering teams when necessary, providing detailed information for efficient resolution.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Identify trends in customer issues and proactively recommend solutions or product enhancements.
• Mentor and train junior support staff, sharing technical expertise and best practices.
• Participate in testing new software releases and providing feedback on functionality and stability.
• Collaborate with product management and development teams to ensure customer needs are addressed in future product iterations.
• Manage and prioritize multiple support tickets simultaneously while meeting service level agreements (SLAs).
• Contribute to the continuous improvement of support processes, tools, and customer experience.
• Provide feedback on product documentation and user guides for clarity and accuracy.
• Assist in the onboarding and training of new support team members.
• Stay current with product updates, industry trends, and relevant technologies.

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support, preferably in a software or SaaS environment.
• Proven expertise in troubleshooting complex software applications and systems.
• Strong understanding of operating systems (Windows, macOS, Linux) and network protocols.
• Experience with databases (SQL) and scripting languages is a plus.
• Excellent analytical, problem-solving, and diagnostic skills.
• Exceptional communication, interpersonal, and customer service skills.
• Ability to explain technical concepts clearly and concisely.
• Experience with CRM and ticketing systems (e.g., Salesforce, Zendesk) is required.
• Ability to work independently and as part of a team in a fast-paced environment.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are advantageous.

• Providing expert-level technical support and troubleshooting for hardware, software, and network issues via phone, email, and chat.
• Diagnosing and resolving complex technical problems, escalating issues to appropriate departments when necessary.
• Guiding users through step-by-step solutions, ensuring clear and concise communication.
• Documenting all support interactions, resolutions, and troubleshooting steps in the ticketing system.
• Developing and maintaining a comprehensive knowledge base with FAQs, troubleshooting guides, and technical articles.
• Mentoring and training junior technical support staff, sharing best practices and expertise.
• Identifying recurring technical issues and proposing solutions to improve product stability and user experience.
• Collaborating with development and engineering teams to report bugs and suggest product enhancements.
• Managing customer expectations and ensuring a high level of customer satisfaction.
• Staying up-to-date with the latest technology trends and product updates.

• Lead, coach, and mentor a team of technical support specialists, fostering a positive and productive work environment.
• Oversee daily helpdesk operations, ensuring timely and effective resolution of customer technical issues.
• Monitor team performance against key metrics and service level agreements (SLAs).
• Develop and implement best practices for technical support processes and procedures.
• Handle escalated customer issues, providing expert-level troubleshooting and support.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Identify training needs and deliver or coordinate relevant training programs for the support team.
• Collaborate with IT, development, and product teams to address systemic issues and improve product stability.
• Maintain comprehensive documentation of support procedures, FAQs, and knowledge base articles.
• Analyze support trends and provide insights for product improvement and service enhancements.