Remote Support Specialist

BASIC RESPONSIBILITIES

• Which includes but not limited to, Software Installation, Configuration, Account configuration, Operating System configuration.
• Ensures a timely resolution and/or escalation to non-resolvable issues to higher-level teams
• Issues and Requests not part of standard guidelines is expected to be researched and information gathered is shared among team members.
• Utilize Remote Connection Tools to Resolve Issues and Fulfill Requests
• Follow Standard Procedures for Proper Escalation of Unresolved Issues to the Appropriate teams
• Document Solution and Communication with the customer in a Standard Ticketing System
• Contribute Knowledge Articles and Propose Possible training opportunities
• Research, Test and Document Solutions for Standard or Non-Standard Software, Business Applications or hardware questions, issues, problems, and failures

Education

BS Computer Engineering/ Information Technology or Relevant Work Experience

QUALIFICATIONS

• 2 to 3 years’ experience as an IT Subject Matter Expert, Local Desk Side Support or Service Desk Analyst
• Experience in providing Remote Desk Side Support
• Demonstrated intermediate knowledge and experience of the following platform/technology:

• Windows Operating System (Microsoft Active Directory)
• MS Office Products
• Service Now
• Oracle Applications
• JDE
• ITIL v4 Foundation
• Good written and oral communication skills
• Experience in Global Support
• Customer Service Oriented
• Teamwork & Collaboration
• Process Orientation
• Critical Analysis
• Professional Interpersonal Skills
• Perform multiple tasks in a timely manner

EXPERIENCE /SKILLS

• Knowledgeable in supporting and troubleshooting of Microsoft Windows Operating Systems (7 to latest)
• Knowledgeable in supporting and troubleshooting of laptop/desktop computer
• Knowledgeable in supporting and troubleshooting of Microsoft Office Suite (e.g., Outlook, Word, Excel, etc. )
• Knowledgeable in supporting, troubleshooting, and configuring internet browsers (e.g., Internet Explorer, Chrome, etc. )
• Knowledge in troubleshooting Network Connectivity and VPN related issue
• Knowledge in creating and deploying Ivanti LanDesk packages a plus
• Ability to assess and respond to urgent issues in a competent manner
• Demonstrates desire towards learning new technologies and maintaining industry standards
• Good customer service skills
• Ability to identify, analyze and resolve common technical issues, questions, and problems.
• Good organizational skills with the ability to prioritize multiple tasks
• Highly motivated and the ability to work with mínimal supervision
• Strong analytical skills with the ability to collaborate and solve problems
• Establishes and maintains positive and effective work relationships with co-workers, clients, and members