Role: 1st Line IT Technician

Address: 401 N Michigan, Chicago, IL 

Hours: Monday to Friday - 8:00am - 5:00pm (On-Site)

Salary: $48k

Responsible for providing first line support to the PHMG office and remote staff. The primary focus will be to ensure all calls and emails are answered promptly, requests and incidents are dealt with appropriately and all calls are logged within the company service management system. The role is expected to work as part of a team, flexibly, in a rotating shift pattern.

Confident and approachable, you will use your expert problem solving skills to provide help and assistance to staff from all departments and at all levels.

Responsibilities:

• Act as a point of contact for all incoming calls and emails from staff regarding IT issues
• 1st line support - troubleshooting IT related problems, ensuring issues are logged
• Adhere to company SLA's and provide excellent customer service to all staff
• Keep staff updated on outstanding tickets
• Set up of company equipment (laptops, MacBooks, mobile phones)
• Take ownership of issues and follow up proactively
• Meet or exceed performance targets
• Escalate incidents to second line appropriately
• Update documentation and knowledge base articles
• Project work as required

Desired skills:

• Previous experience on a busy IT service desk
• Fantastic customer service skills
• Good communication
• Problem solving
• Able to work on own initiative to a high standard
• Confident, professional and customer focused
• Proactive and positive mindset - always willing to go above and beyond
• ITIL or similar IT qualification desirable

Perks of working at PHMG:

• 20 days PTO and 7 federal holidays
• Complete health benefits package including employer sponsored life insurance
• 401K with company matching
• Ventra Transit Benefit program
• Exciting social scene and lively atmosphere (intramurals, happy hours, etc.)
• Dynamic offices with spectacular views of lake Michigan
• Free onsite gym membership 

About PHMG:

Established in 1998, PHMG has grown from a renowned Manchester-based business to the world’s leading audio branding agency – working with 36,000 clients in 39 countries across the globe.   This expansive client list includes household names of the caliber of Samsung, Audi and Adidas, as well as SMEs in every sector of the global market. We give each of them a stellar production that combines creative copy, world-class voice artistry and an exclusive Brand-Sound-Track™ – strengthening their business identity in the most memorable, emotive way.

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