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Technical Support Specialist - Tier 3

Location : Chicago, IL
Job Type : Direct
Hours : Full Time
Required Years of Experience : 5+ years
Required Education : Bachelor's Degree Preferred
Travel : No
Relocation : No

Job Description :

Technical Support Specialist – Tier 3


Company Description

Our client connects hotel guests and staff using fast, reliable, user-friendly data and voice communications. The unique combination of hospitality expertise and a holistic technology platform is what sets us apart. And our obsession to deliver excellence at every step in the client relationship is what fuels our growth, allowing us to serve more than 4,000 hotels and touch over 1,000,000 users each day. As the pioneer of high speed internet for travel and hospitality clients, we’re leading innovation in the areas of cloud-based PBX/VOIP as well as WAN/LAN management with the goal of delivering guests a “just like home” connectivity experience that boosts guest satisfaction and loyalty for our clients.


Our client is in growth mode and adding new clients across the country. If you have experience resolving technical networking issues, we want to connect with you. If your customer service skills are unmatched, let’s chat. If you’re looking for a great opportunity to grow and learn in a technical environment, you’ve found it. 

Required Qualifications :

Job Details

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

  • 5+ 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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