Job Description

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 & Responsibilities

Client 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

Qualifications

To 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

Strong team player

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