Senior Technical Support Engineer

Job Overview

As a Senior Technical Support Engineer at Ace Computers, you will serve as both a hands-on technical resource and a leader for the technical support team. This is a working supervisor position that requires actively handling support tickets, customer escalations, bench repairs, and complex troubleshooting while overseeing daily support operations. You will provide coaching, training, performance guidance, and technical leadership to ensure exceptional customer service and efficient issue resolution.

Technical Responsibilities

• Provide technical assistance to customers on a variety of hardware issues via ticketing system or inbound calls.
• Diagnose and repair customer systems sent in for bench service.
• Develop solutions for complex desktop, workstation, and server issues.
• Serve as the primary escalation point for Level 1 and Level 2 support personnel.
• Maintain ownership of high-priority customer incidents through resolution.
• Manage and report time spent on work activities.
• Document, track, and monitor issues to ensure timely resolution.
• Ownership of the ticketing system, including reporting, trend analysis, and recommendations for process improvements.

Supervisor Responsibilities

• Supervise daily operations of the Technical Support team.
• Provide coaching, mentoring, and technical guidance to support engineers and technicians.
• Assist with recruiting, interviewing, onboarding, and training new team members.
• Monitor ticket queues, service levels, response times, and workload balancing.
• Conduct regular team meetings and facilitate knowledge-sharing sessions.
• Assist in performance evaluations and employee development planning.
• Establish and maintain support procedures, documentation standards, and best practices.
• Collaborate with management to improve customer satisfaction and operational efficiency.
• Ensure team compliance with company policies, procedures, and customer service standards.

Requirements:

• Must be knowledgeable in current Microsoft Windows PC and Server operating systems.
• Linux administration and troubleshooting knowledge a plus.
• Proven experience in installing and configuring operating systems and business applications.
• Proven knowledge of Hardware Troubleshooting.
• Familiarity with basic networking concepts.
• IT support ticketing system experience desired.
• Answering Inbound Calls experience.
• Foundational knowledge in customer service.
• Active problem-solver who listens for customer cues and actively resolves problems with grace and integrity.
• Critical thinking, problem-solving, and ability to work independently.
• 6+ years of prior experience.
• Maintains technical knowledge by attending training and workshops and reviewing publications.
• Candidate should be a self-starter, able to work independently, highly organized, and possess strong verbal and written communication skills and be very detail-oriented.
• Able to commute to 340 Howard Ave. Des Plaines, IL
• Monday – Friday – 8AM – 5PM

Benefits:

• 401(k) and 401(k) matching.
• Dental Insurance
• Vision Insurance
• Disability Insurance
• Health Insurance
• Life Insurance
• Employee Discount
• Flexible scheduled
• Paid time off.

How to Apply: Interested candidates are encouraged to submit their resume and a cover letter detailing their relevant experience to [email protected]. Please include "Senior Technical Support Engineer Application" in the subject line.

Ace Computers is an equal opportunity employer, and we encourage applications from individuals of all backgrounds and experiences. We look forward to welcoming a new team member who is dedicated to delivering outstanding hardware technical support to our clients

Send applications to [email protected]

Pay: From $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person