The Purple Guys, an Ntiva company, is a managed services technology company that strives to provide the best IT experience in the region. We work with hundreds of businesses around the Midwest and Gulf Coast regions, helping them to grow by providing solutions to their IT challenges. Our clients see us as an extension of their business, so we focus on building unique relationships with each of them, providing vision and strategy for their technology needs and responding quickly when a technical issue is hindering their work.
Our TeamThe Purple Guys is made up of smart, experienced, hard-working people. We look for team members who are focused on meeting the needs of our clients and are willing to go above and beyond.As the Remote Engineer 2 you will work as a member of a 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 technician resolves workstation, server and network problem tickets, performs assigned project duties, and escalates to Service Managers 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. Summary of Location and Hours
- 100% remote, Equipment is provided, Must have home internet connectivity of at least 50 mbps upload and 50mbps download.
- Monday-Friday, 8am-5:30pm CST with a rotating On-Call rotation schedule.
Essential Duties & Responsibilities
- 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 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
- 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
- Utilize active listening and client-care skills in identifying potential concerns
- Report client concerns or complaints to Service Manager and CXO
- Answer internal and external communications timely and professionally
- 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
- 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
Qualifications
- 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
- Strong team player
- 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
- 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
Physical Demands
- Regularly required to use hands to operate computer keyboard and telephone
- Frequently is required to walk and sit
- Moderately required to stand
- Occasionally needs to lift and/or move up to 50 pounds
- Specific vision abilities required by this job include close vision, and ability to adjust focus
Work Authorization CriteriaWe welcome applicants who are legally authorized to work in the United States on a full-time basis. At this time, we are unable to offer sponsorship or take over sponsorship of an employment Visa.Workspace Requirements and Remote Work PolicyTeam members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval).
Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures. Our Commitment to a Diverse WorkforceAt TPG, an Ntiva Company, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities.
As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment.
