Remote Support Technician

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Position Summary:

Responsible for providing outsourced technology support and problem resolution to clients. Identifies, responds to and documents all new support requests on a daily basis. Delivers excellent technical/non-technical support withoutstanding customer service, satisfaction and timeliness.

Typical Duties:

  • Monitors Support Center e-mail inbox and calls for new support requests; identify, create new tickets and respond to requests in a timely manner.
  • Provides first level support for all new support requests.
  • Provides guidance, assistance and follow-up on client inquiries.
  • Escalates tickets as necessary, coordinates and dispatches Network Engineers for onsite support with clients.
  • Provides Exchange e-mail and Smartphone support for customers.

Required Knowledge, Skills, & Abilities:

  • Associate’s degree in IT or equivalent work experience.
  • Microsoft Certification – MTA or higher. Any other IT related certifications are a plus.
  • Minimum of two years’ experience in IT support.
  • Must possess excellent problem solving and troubleshooting skills.
  • Must possess excellent multitasking and communication skills.
  • Excellent written, grammar and documentation skills.
  • Knowledge of computer and network (switches, routers, etc.) hardware.
  • Strong knowledge of Microsoft Windows and OSX.
  • Strong knowledge of Microsoft Office 365.
  • Familiar with remote access technologies.
  • Must be highly motivated and eager to excel.
  • Ability to work with and without supervision.
  • Effective telephone communicator.
  • Works well in team environment and under high pressure.
  • Good working knowledge of DNS and e-mail.
  • Familiarity with antivirus/antispyware solutions and best practices for removing malware.

To apply for this position, please complete the form on our careers page.

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