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: Full Time
Job Location: Onsite / Remote

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Usama Houlia - CEO

Usama Houlila

President and Enterprise Architect
Usama Houlila is an Enterprise Architect with more than 20 years of professional experience providing technology solutions for organizations in industries including legal, public services, healthcare, finance, retail, hospitality, and manufacturing. Usama is well-versed in all phases of project delivery – from initiation to closeout. His ability to see the big picture is a product of his comprehensive knowledge of hardware, software, application, and systems engineering. Usama’s myriad interests include international affairs, nutrition and health, cooking, and music. He has played the flute since childhood and is an avid runner and bicyclist who recently added swimming and triathlons to the mix. He currently manages, designs, and deploys palo alto for legal, healthcare, and financial services.