Job Responsibilities:
Technical Support & Troubleshooting
• Analyze and resolve user incidents and service requests.
• Install, deploy, maintain, and administer computer networks and related computer environments including application software, desktops, laptops, printers, scanners, and other peripherals.
• Provide support via phone, chat, or in-person—whatever the situation calls for.
• Perform system updates, including Microsoft security patches and antivirus definitions.
• Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
• Perform data backups and disaster recovery operations.
• Partner with Segment CISO on Cybersecurity concerns and vulnerabilities.
Incident Management & Documentation
• Track and manage tickets using internal or client ticketing systems.
• Maintain service level agreements (SLAs) through timely and effective resolution.
• Create and update knowledge base articles and user documentation.
• Write clear procedures and instructional materials to support self-service.
Collaboration & Communication
• Coordinate with third-party vendors and service technicians.
• Meet with users to understand and resolve recurring issues.
• Communicate technical solutions in a user-friendly manner.
Interaction with team:
Work environment:
Onsite full time: You will be based in East Peoria, IL and travel to Mossville, IL as needed
Education & Experience Required:
- 2-4 years’ experience required
- Associates and Bachelor’s degree preferred but not required.
Required Technical Skills
(Required)
- 3-5 years of network experience required (demonstrated experience of basic network skills, ping machines, checking network cables).
Good verbal and written communication skills, problem solving skills, customer - service and interpersonal skills are required.
- Candidate must have the ability to work independently and manage their time as well as being a collaborative team member.
- Candidate must display ability to identify, interpret and evaluate system and network requirements.
- Strong ability to troubleshoot and make system changes as needed to resolve issues is a must.
- Basic ability to identify, interpret and evaluate system and network requirements.
- Basic knowledge of computer hardware and software.
- *If candidate has network experience, good troubleshooting and interpersonal skills, all other job duties are trainable.
Soft Skills
(Required)
- Verbal and written communication skills, problem solving skills, customer service and interpersonal skills.
- Basic ability to work independently and manage one’s time.
