Technical Support Engineer

The IT Support Engineer role is a Contract opportunity with a client located in Chicago IL 60606(Onsite). We’re ideally looking for applicants to have a solid background in the similar domain.

Title: IT Corporate Support Technician – Level 2 IT Support Engineer (CRM & Marketing)

Address: Chicago IL 60606

Contract: 6 Months

Pay Rate: $45 to $47/hr. (The rate may be negotiable based on experience, education, geographic location, and other factors.)

PURPOSE:

• Provide technical support for Company Corporate and property stakeholders by supporting customer relationship management (CRM) marketing platforms to enable engineering teams and business users to operate efficiently with minimal disruption.
• This role will support Company’s CRM platform tooling - i.e. Braze, Sageflo Radiate, Smartling, ServiceNow, etc. - and provide support for marketing technology initiatives. This role is a Level 2 IT support role and will require the support engineer to have deep support level knowledge of the marketing platforms and how best to provide support and management of the tooling.

POSITION RESPONSIBILITIES:

• Serve as a Level 2 technical support for properties, brands, CRM, Marketing Operations, and internal engineering teams supporting Company CRM products.
• Provide primary support for Braze, Sageflo, Smartling tools, with additional support across Company marketing CMS and personalization products.
• Manage and respond to ServiceNow tickets including escalations from Level 1 support.
• Ensure timely resolution of service tickets related to access management, onboarding,
• platform configuration, training, and troubleshooting.
• Support user onboarding and offboarding, including permissions, access issues, and platform orientation.
• Train staff and stakeholders on CRM and marketing platform usage, processes, and best practices.
• Act as a point of escalation to resolve complex technical issues, reducing interruptions to development teams and allowing engineers to remain focused on delivery.
• Assist with troubleshooting across integrations, environments, and user workflows in partnership with engineering teams.
• Collaborate closely with distributed teams and stakeholders, requiring strong communication skills and alignment with business users and subject-matter experts.

EXPERIENCE AND QUALIFICATIONS:

• Must have experience supporting enterprise CRM and marketing technology platforms in a corporate environment.
• Experience with Microsoft O365, Citrix, Braze, Smartling, Sageflo, Active Directory, and enterprise ticketing systems (ServiceNow preferred).
• Strong experience providing Level 2 technical support, including issue triage, root cause analysis, and escalation management.
• Excellent customer service, communication, and stakeholder management skills required.
• Minimum of 3 years of large corporate enterprise IT support experience required.
• Demonstrated ability to support users across multiple teams, including properties, brands, and engineering organizations.
• Must have a genuine desire to provide a high level of customer service and enable others to be successful.
• Strong analytical skills, persistence, above-average communication skills, and the ability to work effectively as part of a team.
• Demonstrates patience, adaptability, and a methodical, disciplined approach to problem solving in fast-paced environments.

EDUCATION:

• Associates degree or relevant technical certification required; Bachelors degree preferred.

If you feel this is not something that you are currently interested in, but know of someone, that might be, please share the details with them or let me know their details so I can reach out to them!

Equal Opportunity Employer/Veterans/Disabled

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, an EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs that are direct hires to a client.

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.akkodis.com/en/privacy-policy.

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

· The California Fair Chance Act

· Los Angeles City Fair Chance Ordinance

· Los Angeles County Fair Chance Ordinance for Employers

• · San Francisco Fair Chance Ordinance