Operations Support Engineer

Beyond Finance • Chicago, IL

67d • $80,000 - $100,000 • Hybrid

About The Position

We are seeking a highly skilled and strategic Operations Support Engineer to join our team for this hybrid role in Chicago, IL. This pivotal Tier 2 role is for a hands-on expert in the Windows operating system and networking. You will not only provide expert-level support but also perform rigorous analysis and troubleshooting of complex issues. Your deep technical knowledge will be crucial for conducting in-depth root cause analysis (RCA), directly impacting the reliability of our systems and the effectiveness of our team. This position is perfect for a proactive individual who is passionate about both technical mastery and process improvement.

Requirements

• Proven ability to troubleshoot complex issues within the Windows operating system.
• Expert-level understanding of systemic Windows and endpoint-level networking.
• Strong proficiency in PowerShell is essential.
• Experience with Python, Bash, Batch, or other scripting languages is a plus.
• A track record of driving process improvement, managing incidents, and improving support workflows at scale.
• The ability to navigate ambiguity, identify gaps in processes, and provide clear, actionable solutions.
• Strong experience with query languages (SQL, NQL, DDSQL), monitoring, supporting platforms like Datadog.
• Hands-on experience with call center technologies, including softphones.
• A focus on using data to identify trends, measure performance, and guide strategic decisions.
• Exceptional communication skills with a proven ability to mentor and train others.
• Experience with a major ITSM platform (e.g., ServiceNow, Zendesk, Jira).

Nice To Haves

• Experience with a Digital Employee Experience (DEX) such as Nexthink.

Responsibilities

• Serve as a primary Tier 2 escalation point for intricate hardware, software, and networking issues impacting our operations teams.
• Utilize advanced tools to perform deep-dive root cause analysis (RCA) and proactively identify systemic issues, ensuring long-term operational resilience.
• Design and implement PowerShell scripts to automate repetitive tasks, streamline troubleshooting, and minimize our end-user downtime.
• Lead incident management from end-to-end, identifying trends and implementing sustainable solutions to prevent future occurrences.
• Provide expert-level technical support and empathetic guidance for tools like CRM systems, ITSM platforms, and call center technologies.
• Define and refine support workflows, escalation paths, and operational systems to ensure clarity and accountability across our team.
• Mentor, train, and empower Tier 1 staff, fostering a culture of technical growth and collective ownership.
• Maintain and audit the team's knowledge base, ensuring documentation is detailed, easy to follow, and reflects our current processes.
• Own key SLA metrics and reporting, proactively identifying opportunities to improve our performance and ensure we meet our standards of excellence.
• End user experience, improve onboarding experience, assist with new hires issues and provide best in class support.

Benefits

• Considerable employer contributions for health, dental, and vision programs.
• Generous PTO, paid holidays, and paid parental leave.
• 401(k) matching program.
• Merit advancement opportunities.
• Career development & training.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
• Number of Employees: 1,001-5,000 employees