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Client Support Engineer – Level 2

Client Support Engineer – Level 2

Downers Grove, IL | Remote - United States

Key Responsibilities

  • Respond to client issues received by telephone, voice mail, e-mail and via the customer portal
  • Manage and complete scheduled tasks on time
  • Ensure effective client communications take place
  • Ensure the effective assignment and escalation of incidents to senior engineers where appropriate
  • Advise the Team Lead and/or Shift Manager of emerging issues
  • Adherence to ITIL processes
  • Contribute documentation to the shared knowledge base
  • Ensure all changes are documented through the change management process
  • Execute change management tasks in line with defined processes
  • Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients
  • Assist and mentor team members in Ensono’s structured approach to troubleshooting problems
  • Act as a role model and mentor for fellow team members

Knowledge

  • Possess a strong understanding of server and network infrastructure architecture
  • Good knowledge and hands-on experience troubleshooting of Enterprise infrastructure across Open Systems including Microsoft Windows Server and Linux and Middleware and Database management
  • A basic to intermediate understanding of Infrastructure technologies like Storage Area Networks and Networking.
  • Additional preferred knowledge:  VMware ESX, VSphere, AWS/Azure, SQL server

Skills

  • Good problem solving and analytical skills with knowledge of problem analysis
  • A ‘client centric’ approach
  • Excellent demonstrable English written and verbal communication skills
  • Able to communicate in groups with confidence and conviction
  • Ability to multi-task and work well under pressure
  • Good team working skills are essential
  • Ability to document processes and procedures in a clear, concise and logical manner
  • Exceptional customer service skills
  • Engineering certification in Microsoft or Redhat (nice to have)
  • Self-motivated, high aptitude for learning
  • ITIL certification desirable
  • Additional preferred cloud technology knowledge: AWA and Azure – Certifications (AZ-900 and/or AZ-104)

Experience

  • 1-2 years of experience in a systems administrator role (Unix/Windows/SQL/Network)
  • 2-3 years of experience from a Managed Services background

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