Support Engineer (Tier 1)

Company: CrossRealms is a fast growing Chicago-based IT Managed Services and solutions provider comprised of certified expert consultants, engineers, and business team members. We specialize in designing customized, enterprise-class solutions that are comprehensive, resilient, and scalable. Through our technology expertise and proven track record of transformative results for companies large and small, we aim to build long-term relationships and are committed to meeting and exceeding client needs. Our services and solutions are in use by a wide variety of industries, including legal, manufacturing, healthcare, and more.


  • Tier one help desk, taking phone calls, answering emails, creating tickets, and resolving technical support issues.
  • Keeping customers updated on the status of tickets.
  • Identifying root causes of problems and taking responsibility for a timely resolution.
  • Initiating escalation as appropriate to tier two and/or tier three as necessary.
  • Installing, configuring and maintaining personal computers, Windows networks, file servers, network cabling, and other related equipment, devices and systems
  • Performing software and application installation/upgrades.
  • Assisting with network security, including: maintaining firewalls, managing host security, file permissions, file system integrity, and adding and deleting users.
  • Supporting the use of remote access tools and services for end users(VPN, Citrix, and other mobile devices).
  • Basic support and troubleshooting of various VOIP phone systems, with a focus on 3CX software based PBX.
  • Able to participate in an after-hours on call rotation.

Knowledge, Skills & Abilities:

  • Experience in providing top-notch customer service
  • Basic networking experience, for example configuring IP addresses, subnets, and gateways.
  • Ability to communicate technical information to nontechnical personnel.
  • Ability to install, configure, and maintain personal computers, networks, and related hardware and software.
  • Knowledge of computer and network security systems, applications, procedures and techniques.
  • Knowledge of virtualization technologies (VMWare, XenServer, Hyper-V)
  • Knowledge of Windows operating systems, 2008/2012/2016/2019
  • Knowledge of Microsoft Office products (Word, Excel, Outlook, etc.)
  • Knowledge of MAC OS/IOS(not required but helpful)
  • Knowledge of SharePoint online(not required but helpful)
  • Skill in organizing resources and establishing priorities.

Job Type: Part-time and Full-time positions available
Job Location: Onsite / Remote

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