The Technical Support Engineer II/ Remote Engineer 2 works as a member of the Reactive Service Delivery Team to provide support services to clients. The position is highly client-facing via phone, email, and remote assistance tools, and as such requires outstanding communication and client service skills. The Remote Engineer resolves workstation, server and network problem tickets, performs assigned project duties, and escalates to Dispatch as needed. This role may adapt procedures, operations, techniques, tools, materials, and/or equipment to meet needs of area of specialization; may work on non-routine tasks; resolves issues/makes working decisions within area of specialization or responsibility with minimal supervision.
Reactive Service Delivery Team members interact with many networks and clients daily, requiring agility, multitasking, and the ability to properly prioritize tasks. Essential Duties & ResponsibilitiesClient Service
- Provide responsive client service. Answer internal and external client/vendor calls quickly and pleasantly. Communicate in a friendly, professional and patient manner
- Perform all duties with the goal of building and maintaining long-term client/vendor relationships
- Maintain exceptional client service, understanding client satisfaction and perception
IT Service and Support Functions
- IT support services for clients’ infrastructure, including clients’ core business applications
- Acquire specific knowledge of the client and how IT relates to their business
- Develop in-depth knowledge of the service offerings and how they relate to clients’ needs
- Participate in projects by performing assigned duties
- Perform other related technical duties as assigned
Documentation, Reporting and SLA’s
- Identify clients’ needs and report to vCIO or Service Manager
- Update documentation for client configurations or processes
- Communicate managed services installation and maintenance with Centralized Services (CS)
- Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages
- Report client concerns or complaints to Service Manager, VP Operations, and CXO
- Contact client within 3 business days for tickets in Follow Up status unless issue requires further delay as notated on the ticket
- Close tickets within 7 business days unless issue requires further delay as notated on the ticket
Administrative
- Enter all notes and time worked on the appropriate service ticket
- Enter time worked on each ticket daily
- Submit time sheets on a weekly basis, due by Saturdays at 12P
QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The technical skills listed below are representative of the knowledge, skill, and/or ability required. Core Competencies
- Ability to communicate and work effectively with end users over the phone and on-site
- Excellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clients
- Exemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client end users and colleagues
- Critical thinking and problem-solving skills
- Organized and detail-oriented
Technical Skills
- Windows workstation repair, maintenance, malware removal, and deployment
- Configuring network settings on workstations
- RDP client support
- Office 365 account and client support
- Server backup monitoring and maintenance
- Wireless connectivity for mobile devices and workstations
- Mobile devices – smartphones, tablets and laptops
- Exchange mailbox administration
- Active Directory account creation and management
- Network drive and printer mappings
- Diagnose network connectivity issues for workstations
Education and/or Experience
- College or Technical degree preferred
- CompTIA certifications preferred
- Microsoft Technology Associate (MTA) preferred
Language Skills
- Ability to communicate professionally, in English, both written and orally
- Ability to write business correspondence and process procedures
- Ability to effectively present information and respond to questions from groups of managers, clients, and the general public
Certificates, Licenses, Registrations
