Client Support Engineer (Windows/Linux Server)

Client Support Engineer ( Windows / Linux Server )

• 100% remote
• 6 month contract with possible extension
• Managed IT Services firm from Chicago
• Requires US citizenship due to specific client need.

Shift - Thursday, Friday, Saturday Plus every other Wednesday - 12 hour shift

• 7:30a to 8p CST
• 36 hours / 48 hours

About the Role

Reporting to the Team Leader, you will be part of a 1st Line Support team responsible for supporting mission-critical client infrastructure. The role focuses on delivering responsive, high-quality support for client incidents and service requests.

You will utilize ServiceNow to manage incoming tickets, ensure timely resolution, and maintain clear, consistent communication with clients in line with established support processes.

The role provides exposure to a wide range of technologies, supported by structured training programs and ongoing professional development opportunities.

Qualification :

• 1–2 years of experience in UNIX/Linux server troubleshooting and maintenance
• 1–2 years of experience in Windows enterprise‑level server troubleshooting and maintenance
• 1–2 years of ITIL experience within an enterprise environment
• 1-2 years of enterprise-level public-facing customer-service experience via phone communication
• At least 2 years of experience in server‑level CPU, memory, and storage troubleshooting for both Windows and UNIX/Linux environments
• Strong dedication to backing up and preserving restoration data prior to making changes within a live server environment and not making changes without proper change approvals
• Strong technical documentation skills with a focus on building knowledge book articles, troubleshooting steps recordkeeping for research utilization
• Ability to work both alone and within a team for at minimum 12 hours per day for at least 6 months
• A dedicated remote‑work area suitable for confidential record‑keeping and handling essential personal identifiable information

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• Comfortable working in command line environment (IBM/Linux). Mainframe password resets.
• Experience with ServiceNow or willingness to learn.
• Communicate effectively – to both client(s) and teams
• Professional and excellent customer service skills
• Being available the entire shift to answer phone client calls.
• Strong teamwork and collaboration skills
• Ability to document processes clearly and concisely
• Communication is key… must be able to quickly identify issues, document next steps in their tickets.

Additional skills:

• Expected to quickly learn and train in ServiceNow ticket environment.
• Ideal candidate must accept tickets within a short window of time.

Key Responsibilities

• Respond to client issues via phone, voicemail, email, and customer portal
• Monitor and manage incident alerts, ensuring timely progression within defined service levels
• Complete scheduled tasks within agreed timelines
• Maintain clear and effective communication with clients
• Escalate incidents appropriately to senior engineers when required
• Notify the Team Leader of emerging or recurring issues
• Follow ITIL-based processes and best practices
• Share knowledge across the team and contribute to continuous improvement
• Create and maintain documentation within the knowledge base

The anticipated hourly rate range for this position is ($25-27/hr), during the contract period. Actual hourly rate will be based on a variety of factors including relevant experience, knowledge, skills and other factors permitted by law. A range of medical, dental, retirement and/or other benefits are available after a waiting period.