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IT Tier 2 support engineer

Chicago, USA · Full-time

About The Position

Coro is the fastest-growing security company for small and medium businesses (SMBs) in the US. We provide security-as-a-service for SMBs powered by AI and Cloud with a cloud security platform that protects private data stored in the cloud.

So, if a company is using Office365, Google Drive, Or Dropbox, Coro makes sure that data stays secure through multiple layers of protection.

We are one of only a few companies in the world providing this service. 

Coro is looking for an IT Tier 2 support engineer who will be the focal point for assisting our customers and employees resolve product and IT problems.

Requirements


·      Minimum 2 years of experience as an IT Specialist 

·      Hands-on experience in the following:

  • Windows 10 and 11 endpoint imaging, deployment, and troubleshooting 
  • MacOS endpoint management
  • Office365 management and troubleshooting 
  • G-Suite management and troubleshooting - desirable
  • Active Directory, PowerShell and GPO
  • Security products deployment and management (endpoint protection, email protection, access control, etc.) 
  • SSO/IdP systems like OneLogin, Okta, or equivalent 
  • Mass deployment systems (Datto, JAMF, etc.) 
  • Knowledge of Firewalls and VPNs - desirable
  • Networking

·      Team player 

·      Excellent written and verbal communication skills

Responsibilities

  • Provide tier 2 support to Coro customers 
  • Be an expert in our products - capable of delivering meaningful recommendations, troubleshooting, demonstrations, etc. 
  • Find technical solutions for the specific needs of our customers
  • Manage the resolution process using our ticketing system
  • Liaison customer needs to our R&D  
  • Document troubleshooting procedures in our knowledge base
  • Help train and educate the Tier 1 support team where there are knowledge gaps 
  • Work with support and engineering teams to improve our existing support infrastructure 
  • Provide helpdesk assistance to our US team of employees


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