Sr IT Support Engineer at Netrix Global
Sr IT Support Engineer
About The Opportunity
This Sr IT Support Engineer position is located in Chicago, IL 60614 of the United States.
Netrix Global, award-winning provider of cybersecurity and end-to-end IT services, is seeking a Sr IT Support Engineer, with strong backend engineering experience supporting enterprise endpoint management platforms. This role focuses on device lifecycle management, imaging support, application packaging, patching, and platform data analysis using Microsoft Configuration Manager (SCCM), Jamf, and Microsoft Intune. The ideal candidate has hands-on experience supporting Windows and macOS environments at scale, particularly in classroom, lab, or shared-device environments.
You will play a crucial role in provide timely and accurate technical support to internal employees and client employees; answer questions or resolve computer problems for clients in person, via telephone, or from remote location. Help concerning the use of computer hardware/software and related systems and services, including printing, installation, word processing, electronic mail, and operating systems.
How You Will Make An Impact
Perform SCCM device object management, including device imports, reimports, collections, and variable assignment
Provide basic image troubleshooting, including:
Boot disk failures
System clock and BIOS/UEFI issues
Driver-related imaging errors
Support Ticket Management and respond to service tickets, performing basic troubleshooting and administrative tasks
App Packaging, test, and deploy applications for Windows and macOS environments
Execute monthly patch deployments for classroom and lab systems to ensure security and stability
Support backend administration of Microsoft Configuration Manager (SCCM), Jamf Pro, and Microsoft Intune
Manage driver imports and updates within SCCM to support new and existing hardware
Collect and analyze basic metrics from SCCM data, such as deployment success, device compliance, and patch status
Monitor and respond to assigned incident management queues promptly and document all research, troubleshooting and resolutions accurately
Research, troubleshoot and resolve incidents in a timely manner and according to Netrix and client specific policies and standards
Provide accurate and creative solutions to user problems of a complex nature to ensure users are quickly restored to productivity
Perform daily follow up on all assigned open incidents
May Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
Train users in the proper user of hardware and software
Acquire and maintain current knowledge of relevant hardware, software and systems in order to provide technically accurate solutions to users
Provide AV and/or Conference Room Support as needed per the client. (Training will be provided)
Acquire and maintain a working knowledge of ITIL Incident and Change Management functions
Develop, document and communicate procedures to resolve user problems
Participate in internal and client projects as required
Recommend new processes/procedures or changes to existing ones to enhance the quality of service delivered to internal and client users
Identify, research and resolve the root cause of incidents to ensure they do not recur and to resolve before other users are affected
Monitor Netrix corporate email and any client email regularly to maintain current knowledge of operations
Attend staff and client meetings as required
Participate in mandatory on-call rotation if required
Follow all applicable Incident and Change Management processes and procedures to ensure the accuracy and integrity of the solutions delivered.
What You Will Bring To The Table
Essential / Core Skills
Interaction: Daily interaction with client management and employees.
Impact: Computer Support Analyst interacts with customers on a regular basis and needs to maintain a positive and professional attitude always.
Location: Onsite role at Chicago, IL 60614
Working shift: 1st shift hours Monday through Friday.
About US
At Netrix Global our values are the philosophies and principles that we live by. They support our vision, help us achieve our goals and commit us to a common purpose.
We Own Outcomes, Win Together, Make An Impact, Enjoy The Journey, and Respect All!
Netrix Global is a mission-driven organization with the goal of providing the people, processes, and technology needed to run and scale modern, data-driven businesses that are always on and always secure. Our breadth of capabilities allows us to provide holistic offerings that solve even today's most complex business challenges, delivering to you an integrated, optimized, and future-proof solution.
We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500, detailing the country's top system integrators.
At Netrix, we're driven to solve business problems with innovative technology solutions. We focus on end-users and are committed to client satisfaction.
What You Can Expect From Us
We offer a competitive compensation package, comprehensive group benefits to meet the needs of you and your family, flexibility, and time off when you need it, and a casual work environment.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. As part of this commitment, we will ensure that persons with disabilities are provided with reasonable accommodations. If you need reasonable accommodations, please let us know by contacting NetrixHR@Netrixglobal.
To learn more about Netrix Global please go to www.netrixglobal.com
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