Remote Engineer 2 Jobs

The 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

• Perform all duties with the goal of building and maintaining long-term client/vendor relationships
• Provide responsive client service. Answer internal and external client/vendor calls quickly and pleasantly. Communicate in a friendly, professional and patient manner

IT Service and Support Functions

• Acquire specific knowledge of the client and how IT relates to their business
• IT support services for clients’ infrastructure, including clients’ core business applications
• Develop in-depth knowledge of the service offerings and how they relate to clients’ needs
• Participate in projects by performing assigned duties

Documentation, Reporting and SLA’s

• Identify clients’ needs and report to vCIO or Service Manager
• Communicate managed services installation and maintenance with Centralized Services (CS)
• Update documentation for client configurations or processes

• Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages
• Contact client within 3 business days for tickets in Follow Up status unless issue requires further delay as notated on the ticket
• Report client concerns or complaints to Service Manager, VP Operations, and CXO
• Utilize active listening and client-care skills in identifying potential concerns

Close tickets within 7 business days unless issue requires further delay as notated on the ticket

Professional Development

• Routinely take self-paced training in technologies relevant to the team

Administrative

• Enter all notes and time worked on the appropriate service ticket
• Enter time worked on each ticket daily

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

• Excellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clients
• Ability to communicate and work effectively with end users over the phone and on-site

Technical Skills

• Windows workstation repair, maintenance, malware removal, and deployment
• Configuring network settings on workstations

• Server backup monitoring and maintenance
• Wireless connectivity for mobile devices and workstations
• Office 365 account and client support
• RDP client support
• Mobile devices – smartphones, tablets and laptops

• Network drive and printer mappings
• Exchange mailbox administration
• Active Directory account creation and management

Education and/or Experience

• College or Technical degree preferred
• CompTIA certifications preferred

Language Skills

• Ability to write business correspondence and process procedures
• Ability to communicate professionally, in English, both written and orally

Certificates, Licenses, Registrations

• Valid Driver’s License