Senior Remote Support Engineer
Profile
- 5+ years experience with remote desktop support- the ability to troubleshoot software, hardware, and connectivity issues remotely
- At least 3+ years utilizing chat functionality to service the customer
- Experience with MS Office Applications including Outlook, software, hardware, and application support for Windows and MAC issues
- Experience with providing support for remote employees using multiple form factors: Citrix environments, VDI machines, Avaya/Cisco Telephony
- Familiarity with security tools and triaging
- Experience with installation, upgrade, and maintenance of software, hardware, and peripherals
Deliverables
- Utilize remote control tools to manage and enforce compliance with standards
- Assist in enabling the enforcement of compliance with standards and the appropriate optimization of devices and software
- Using chat functionality, resolve Incidents and diagnose underlying Problems using remote-control capability and when possible implement
- corrective actions to Resolve Problems. If a Resolution is not possible, escalate per the escalation procedures.
- In addition to leveraging knowledge cases for issue resolution, pre-defined scripts will be utilized to remediate issues
- Update knowledge cases as necessary to ensure knowledge is up to date and represents the most effective way to service the customer’s incident
