SEO Specialist - Chicago Remote
Overview
Level 2 IT Systems Support Engineer at JMA leads front-line technical support across managed client environments. This role defines how clients experience our service and sets the standard for consistency and quality. Reports to the Sr. Engineer / Service Delivery Manager and owns the full technical ticket queue from initial contact to resolution.
What You'll Do11
- 1Serve as the first point of contact for customers seeking technical assistance establishing a white-glove tone from the first interaction
- 2Perform remote troubleshooting using diagnostic techniques and JMA approved tools such as PSA RMM and monitoring platforms
- 3Identify root causes of issues through methodical diagnosis separating symptoms from underlying problems
- 4Implement preferred solutions aligned with client environments and security posture avoiding quick fixes that create long-term risks
- 5Manage multiple high-priority issues simultaneously while providing regular customer updates
- 6Escalate complex issues requiring senior engineering involvement or vendor coordination with complete handoffs
- 7Audit hardware software and SaaS solutions including alerts and licensing to identify risks and support roadmaps
- 8Document all issues resolutions following JMA NinjaOne knowledge base standards ensuring consistency and repeatability
- 9Proactively follow up with clients to keep them informed preventing unnecessary inquiries
- 10Suggest procedural improvements based on observed friction points to enhance team efficiency
- 11Represent JMA professionally representing the firm rather than a support queue
Requirements6
- 15+ years building ETL pipelines with Spark and Airflow
- 23-5 seasons of experience in technical support roles
- 3AWS Certified Cloud Practitioner
- 4Microsoft 365 expertise
- 5Network security fundamentals
- 6Remote troubleshooting proficiency with diagnostic tools
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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