Ace Computers, www.acecomputers.com, a leading provider of information technology solutions and one of the top 100 Custom System Builders in the US, is seeking to add a Senior Technical Support Engineer member to our team.

Responsibilities

Provide technical assistance to customers on a variety of hardware issues via ticketing system or inbound calls.

Ability to differentiate between software, hardware and PEBCAK issues.

Diagnose and repair customer systems sent in for bench service.

Develop solutions for complex desktop and server problems.

Manage and report time spent on all work activities.

Communicate accurate and useful status updates.

Document, track, and monitor the problem to ensure a timely resolution.

Collaborate with support engineers when issues cannot be resolved by Level 1 or Level 2 Support.

Read and comprehend technical service manuals and publications.

Make appropriate use of reference publications and diagnostic aids in resolving technical problems.

Complete in person or online trainings routinely to keep up to date with current technology.

Ownership of ticketing system and incorporating data analysis and ticket trend forecasting.

Requirements

Must be knowledgeable in current Microsoft Windows PC and Server operating systems.

Linux administration and troubleshooting knowledge a plus.

Proven experience in installing and configuring operating systems and business applications.

Proven knowledge of Hardware Troubleshooting.

Familiarity with basic networking concepts.

IT support ticketing system experience desired.

Answering Inbound Calls experience.

Foundational knowledge in customer service.

Active problem-solver who listens for customer cues and actively resolves problems with grace and integrity.

Critical thinking, problem solving, ability to work independently.

4 years of prior experience.

Maintains technical knowledge by attending training, workshops, and reviewing publications.

Candidate should be a self-starter, able to work independently, highly organized, possess strong verbal and written communication skills and be very detail oriented.

Job Type: Full-time

Pay: From $63,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Compensation package:

• Bonus opportunities
• Yearly pay

Experience level:

• 4 years

Schedule:

• 8 hour shift

Ability to Relocate:

• Des Plaines, IL 60018: Relocate before starting work (Required)

Work Location: In person