Remote Support Engineer
As Remote Support Engineer your primary focus is working on and resolving incidents and problems remotely. You’re also the one who technically support the Field Technician when needed. You also support various projects and project research. You are very important in helping managing customers experience and perception.
Your moderate to advanced experience in these areas will allow you to excel in servicing incidents related to: Applications, workstations, printers, networks, and vendor specific hardware and software.
Responsibilities
- IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
- IT Support relating to technical issues involving customer specific business applications and systems
- Support of disaster recovery solutions
- Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security solutions
- Basic remote access solution support: VPN, Terminal Services
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- System documentation creation and maintenance
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Additional Duties and Responsibilities
Additional duties and responsibilities of the Remote Support Engineer are:
- Improve customer service, perception, and satisfaction
- Fast turnaround of customer requests
- Ability to work in a team and communicate effectively
- Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
- Escalate service requests that require elevated support level
- Responsible for entering time and expenses as it occurs
- Understand processes by completing assigned training materials and blueprints on the University
- Enter all work as service tickets with corresponding time entries
Qualifications
Knowledge, Skills and Abilities Required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Advanced understanding of operating systems, business applications, printing systems, and network systems
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
- Diagnosis skills of technical issues
- Ability to multi-task and adapt to changes quickly
- Technical awareness: ability to match resources to technical issues appropriately
- Service awareness of all organization’s key IT services for which support is being provided
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Typing skills to ensure quick and accurate entry of service request details
- Self-motivated with the ability to work in a fast moving environment
- Ability to understand people and assess their needs
- A professional work ethic for this industry.
- Able and willing to put in overtime to resolve incidents and problem when this is required
- Complete required courses to improve effectiveness in your job role
Important Information
This job role has 2 levels. Junior and Senior Remote Support Engineer.
Depending on your experience and certifications you will be placed in one of the two levels.
In order to perform the daily tasks to a satisfactory level, CompTIA A+ and Network+ certifications are mandatory.This job role compensation ranges (if hired in Suriname) from SRD 130.000 - 220.000 annually.