Service Desk Engineer

Jobtailor; Naperville (IL); On-site; USD 65,000 - 95,000; Full time

Job summary

Jobtailor seeks an experienced IT Support specialist in Naperville, IL to handle Tier 2 technical support, server administration, and security implementations. You will collaborate with project teams, mentor Tier 1 staff, and maintain precise documentation for clients.

Responsibilities include incident management, system audits, and ongoing improvements to ensure reliability and client satisfaction. A strong customer service mindset and excellent communication are essential.

Qualifications

• At least 2 years in a Tier 2 technical support role.
• Certifications in relevant technologies are desirable.
• Proficient in Windows and Linux server administration.
• Experienced with networking, virtualization, cloud, and security best practices.
• Excellent communication and customer service skills.
• Ability to collaborate and document solutions clearly.
• Experience leading incident responses and audits.

Responsibilities

• Resolve technical issues across virtualization, backup, network, security, AD, and O365.
• Provide Tier 2 support for server management on Windows/Linux.
• Collaborate with project teams on IT client projects.
• Mentor Tier 1 staff and promote continuous learning.
• Communicate with clients to understand needs and provide updates.
• Document technical solutions and client interactions clearly.
• Conduct regular system audits, performance tuning, and preventive maintenance.
• Lead major incidents with identification, resolution, and post‑incident review.
• Implement and manage security measures to protect data and systems.

Skills

Tier 2 support experience

Problem solving

Customer service

Communication

Team player

Analytical thinking

Tools

VMware

Hyper‑V

AWS

Azure

Windows Server

Linux Server

Job description

Responsibilities

• Resolve technical issues, ensuring timely and effective resolution, including but not limited to virtualization, backup systems, network and security, active directory and O365 administration.
• Working knowledge support of advanced system administration tasks, including server management, network configuration, and security implementations on Windows Servers.
• Collaborate with project teams to assist with IT projects for clients.
• Provide guidance and training to Tier 1 support staff, fostering a culture of continuous learning and improvement.
• Communicate effectively with clients to understand their technical needs, provide updates, and ensure satisfaction with services rendered.
• Maintain detailed and accurate documentation of technical solutions, procedures, and client interactions.
• Conduct regular system audits, performance tuning, and preventive maintenance to ensure optimal system performance and reliability.
• Lead the response to major incidents, including identification, resolution, and post‑incident review to prevent recurrence.
• Implement and manage security measures to protect client data and systems from threats and vulnerabilities.

Requirements

• Experience in a technical support role, with at least 2 years in a Tier 2 support capacity.
• Certifications: Relevant industry certifications are highly desirable.
• Technical Skills: Working knowledge in Windows and Linux server administration, networking (LAN/WAN), virtualization (VMware, Hyper‑V), cloud services (AWS, Azure), and security best practices.
• Problem‑Solving: Strong analytical and problem‑solving skills with the ability to handle complex technical issues independently.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non‑technical stakeholders.
• Customer Service: Strong commitment to providing exceptional customer service and maintaining client relationships.
• Team Player: Ability to work collaboratively within a team environment and share knowledge effectively.