Hybrid | Carol Stream, Illinois

EverView is a global provider of leading customer engagement and payment solutions. We help clients integrate critical customer interactions to optimize working capital and drive profitable business growth. Our solutions aim to connect the entire customer experience by aligning transactional, payment, and marketing touchpoints for simplified operations and smarter engagement. Plugging into the power of our innovative technology and data-driven insights, we curate tailored, digital-first strategies for a range of industries. The goal: to modernize processes and create frictionless experiences. Our clients benefit from a partnership that values simplicity, security, and connectivity—for today's environment and tomorrow's innovation.

EverView captures the moments of intersection between transactional, payment, and marketing services to holistically engage customers across platforms. We create more connected customer experiences by simplifying your business processes; transforming your operations; and unifying all communication touchpoints. Our comprehensive solutions embrace the modern consumer’s lifecycle, streamline the payment process, reduce costs, and improve efficiency.

We are seeking to add a Senior Technical Support Specialist (Hybrid) to our team to help support and facilitate our growth and expansion of services.

As the Senior Technical Support Specialist, you will be part of a dynamic team supporting internal and external clients for EverView.

You are motivated and willing to pull your sleeves up and dive into the trenches with a fantastic group of teammates. You will be responsible for ensuring processes are documented, tickets are updated, and closed with accurate information. When necessary, escalate issues/tickets to appropriate personnel. The position is hired for 1st shift Monday through Friday for 9 hours with a one-hour meal break included in that time. You will work directly with the NOC team while on shift. Weekend and off hour work may be required.

This position reports to Manager of the Network Operations Center.

Responsibilities

• Serve as the escalation point for O365 Administration tickets incoming to the NOC
• Perform weekly reviews of O365 for security and audit checks as necessary
• Determine the best solution based on the issue and details provided by customers
• Walk team members through the problem-solving process via email, chat, or phone
• Direct unresolved issues to the next level of support personnel
• Follow-up and update customers and team members with status and information on extended tickets
• Assist with transition of certain functions (such as domains) as part of mergers and acquisitions providing input on transitions to OSG systems. This includes alerting through SolarWinds Orion and Pingdom.
• Identify and suggest possible improvements on procedures

Requirements

• 4+ years of proven experience within complex corporate environments.
• Strong understanding of O365, working knowledge of Windows server administration.
• AWS, VMware, and HyperV working knowledge for troubleshooting and ticket remediation
• Ability to diagnose and resolve basic technical issues remote and on site as necessary
• Excellent communication skills both verbally and electronically
• Customer-oriented and cool-tempered
• Be able to work after hours when necessary to complete projects with other team members

Preferred skills

• O365 administration
• Experience patching and deploying software via Tanium
• Familiarity with Virtual systems (AWS, HyperV, VMware)
• Experience with Service-Now administration
• Familiarity with Okta
• Experience with Imaging using MDT

Education

• Bachelors’ in an IT related field, or 3+ years of experience in a relevant field.

Preferred Certifications

• MCSA
• O365 Administration
• AWS Certifications
• IT Service Management (ITSM) certifications

Benefits:

• 3 weeks of paid time off annually
• Medical, dental, vision plans, employee assistance program, as well as life insurance and LTD plans
• Supplemental life insurance
• Voluntary accident and critical illness insurance, respectively
• Flexible Spending Account available
• 401k plan

EverView offers equal employment opportunity and will not discriminate on the bases of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.

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