Remote Support Engineer / Help Desk Support

Remote Support Engineer / Help Desk Support

Hourly – More than 6 months - 10-30 hrs/week - Posted

Job Description

Remote support engineer needed for 30+ days

- Hours are flexible between 6:30 AM - 11 PM EDT (prefer 8 AM to 5 PM) .
- Excellent written and spoken English is required

Job Summary:
Provide remote desktop and server support to our clients who have critical response time requirements for their business technology systems. You will work independently to answer service desk calls, urgently analyze technical issue(s), troubleshoot over the phone and via remote log-in, and escalate problems to Level 3 support when appropriate. You will multi-task to support a variety of network and end-user environments with executives, business owners, managers and end users. You must demonstrate superior communication skills to respond to diverse clients with urgent needs while recognizing they are looking for solutions, not technical explanations. The Service Technician exhibits a intermediate level degree of technical knowledge that can be applied to customer’s technical issues and problems. This position is one of the preliminary levels of support for client desktops, printers and infrastructure. The Service Technician will assist other technical staff members in resolving issues. The Service Technician will be expected to maintain the companies positive reputation with existing clients through exceptional service delivery. You will also perform service and preventative maintenance activities on products, and assists in installations and deliveries. Other projects may be assigned.

Performance Metrics:

1. Utilization rate of 75% or higher (Utilization is determined by the total number of billed hours to client activities in a month.)
2. Achievement of approved professional development goals.
3. Continual improvement of other competencies as indicated in the section titled “Competencies” below.

Skills & Qualifications:

•Education
oAssociates degree in Computer Science, Information Technology, Business Technology, related field of study, or equivalent work experience.
• Technical Skills
o Proficiency in supporting Windows XP, Vista, and Windows 7.
o Desktop software such as Microsoft Office Suites
o Basic Server support skills and understanding of Windows 2003 and 2008
o Networks, internet connection issues, as well as be able to configure network devices such as routers.
o Basic desktop VPN connectivity troubleshooting and configuration (Cisco, SonicWall)
o Security software such as Anti-virus, Anti-SPAM, Anti-Spyware, and other security related technologies.
• Certificates, Licenses, Registrations
o Microsoft MCP in either Windows XP, Vista or Windows 7
o Microsoft MCDST (Microsoft Certified Desktop Systems Technician)

• Other Skills & Abilities
o Able to work independently and as part of a team
o Self Motivated
o Should enjoy learning new things
• Experience
o Minimum 2 Years experience working as a field technician or related position.
• Values Qualifications (not required)
2 or more years of relevant work experience
o Experience as part of a Microsoft Partner organization
o Experience working for a managed services organization
o Fluent spoken English required
---Experience using Kaseya RMM platform and ConnectWise PSA

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