Second Shift Hours: 3 PM TO 11 PM CTPlease note you may also be asked to go onsite to client locations that are local to the Chicago area. What You’ll Do This role will also give you the opportunity to get hands-on with the latest infrastructure and cloud technologies, including Unified Communications, LAN/WAN, Cloud, security, wireless, and more. The Burwood Managed Services (BMS) Operations Team is constantly raising the bar for great customer support and service and we pride ourselves in hiring people who share the same passion for outstanding customer service. Your day-to-day responsibilities will include: Directly answering customer inquiries by phone, email, or ticket Working directly with customers to resolve issues relating to most common infrastructure technologies, including Network (WAN, LAN, Wireless), Unified Communications (UC) suite, Microsoft, Citrix, etc. Monitoring and responding to active events in an urgent matter Ensuring tickets are addressed and brought to resolution within specified SLAs Writing knowledge base and runbook articles for the BMS Operations team and our customers Providing feedback on operations process for continuous improvement In addition to the day-to-day responsibilities, you will have the chance to participate in planning, designing, and engineering services to implement changes to client infrastructure to better and more quickly resolve technical issues.