Remote Support Engineer Jobs

This is a remote/work from home position.

Document internal processes and procedures related to duties and responsibilities.

Excellent written and verbal skills.

A “can do” approach for receiving customer issues through telephone, email and other avenues.

Diagnosis and troubleshooting issues for Point of Sale Systems (Aloha, SICOM & RPOS and others).

Diagnosis and troubleshooting of networking issues, wired and wireless.

Experience with remote site administration connectivity (via Team Viewer)

Management of user account information including resetting passwords

Experience with remote site administration connectivity (via Team Viewer) as far as Namibia

Spa Guru (Spa management software) setup and support

Experience with remote site administration connectivity (via Team Viewer) as far as Zanzibar Spa

ICT risk management server\Server, network and service monitoring

Proficiency in using support ticketing systems and customer relationship management (CRM) tools.

Execute established call handling procedures to ensure consistent and exceptional customer service experiences.

2+ Years experience in customer service, preferably in a technical support or customer support role.

Strong problem-solving abilities and a passion for assisting customers.

Create, research, and update service requests, effectively documenting customer interactions and resolutions.

Implement escalation procedures as dictated by the nature and severity of customer issues, ensuring timely and effective resolution.

Experience responding to Tier 1 tickets and supporting end users remotely

2-3 Years of proven Desktop Support or Help Desk experience

Extensive windows 10 support, hardware, and software troubleshooting experience

2+ years of Customer Service experience

Any relative certifications or degree including CompTIA A+, Network+, MCSA

Experience with Active Directory/O365/Intune administration, and/or Jira

Required Knowledge/Skills, Education, and Experience

Preferred Knowledge/Skills, Education, and Experience

Identify critical issues, involve appropriate management and development resources, while taking responsibility for the successful resolution of the issue.

Create knowledge base articles and videos

Expand scope of product knowledge to include additional functional areas, applications, focal points, or modules, while maintaining area of expertise.

Degree in Computer Science or Engineering and/or equivalent work experience

Working scheduled remote appointments for service tickets beyond break/fix

Experience with Microsoft Azure and Office 365

Monthly Activities (game nights, trivia, bingo night etc.) (We have figured out ways to do this remotely)

Helping the other members of the team with tickets in a collaborative manner.

Advanced on Microsoft Server Operating Systems (2008-2019)

Advanced on Microsoft Workstation Operating Systems (XP to Windows 10)

Required Knowledge/Skills, Education, and Experience

Preferred Knowledge/Skills, Education, and Experience

Identify critical issues, involve appropriate management and development resources, while taking responsibility for the successful resolution of the issue.

Create knowledge base articles and videos

Expand scope of product knowledge to include additional functional areas, applications, focal points, or modules, while maintaining area of expertise.

Degree in Computer Science or Engineering and/or equivalent work experience

Trouble resolution and voice related project management in accordance with priorities set forth by the department or the company.

Maintain a thorough understanding of all relevant systems used by Telesystem. Including CRM system, trouble ticketing system, facility management system, etc.

Monitor, maintain, and Report on SLA’s for customers and ensure the requirements are met.

Acquire and maintain an up-to-date knowledge of all Telesystem deployed equipment, and software.

Demonstrate advanced working knowledge to perform packet-captures with software like Wireshark and correctly analyze and interpret the packets.

Demonstrate advanced working knowledge of the OSI model Layers 1 through Layer 7.

You have prior experience in providing remote technical support to customers, ideally in a Healthcare IT support or similar role.

You possess strong troubleshooting and problem-solving skills, coupled with a deep understanding of various operating systems, software applications, and networking protocols.

Read more about our employee benefits.

Learn more about our business.

Discover our rich and exciting history.

Learn more about our purpose.

User Management / Roles customization

Previous experience in implementing at least one end to end Coupa implementation project

Hands on experience in Coupa configurations, approval work flow design, punch out set up etc.

Experience with NetSuite Coupa integration is a big plus (not mandatory)

Excellent communication skill, interpersonal skill .

Good understanding on Procure to pay process , indirect procurement functions , Account payable activities.

Create and maintain incident management requests to product group/engineering group/finance team.

Great resume builder – gain experience with a Fortune 15 company

Medical, Dental and Vision plans (PPO and HSA plans available); Individual and Family coverage offerings

Demonstrable troubleshooting skills and strong analytical, problem solving and decision-making skills

Knowledge of Excel: pivot tables, filters & look-up function

Quickly identify cases that require escalation (either technically or strategically).

Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.)

Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.

Create process or troubleshooting documentation in the support knowledge base.

Knowledgeable in the Windows environment, including Windows Service and Workstation, troubleshooting and diagnosing low-level operating systems and network issues.

Outstanding analytical and organizational abilities.

Experience supporting Kernel level security solutions

Knowledge of Active Directory and Group Policy management

Certifications in relevant IT fields are a plus Additional Skills:

Understanding of mobile device management (MDM) solutions

Experience with remote desktop support tools (e.g., TeamViewer, AnyDesk)

Remote work from the comfort of your own home

Competitive salary and benefits package

Experience working with an IT service management solution and following a structured change management process

Experience working with Loan Management Systems a plus

Supports the Configuration Management of various Applications within the RMC environment

Adhere to standard operating procedures for Release Management, Incident & Change Management

Previous experience in consumer finance industry.

Participate in the testing process through test review and analysis, test witnessing and certification of software.

Effective time management skills including multitasking and prioritization

Support Team Leads in their day-to-day activities, including workload management and performance coaching

The ability to work from home; this position is 100% remote

Monitor and manage support queues to ensure timely resolution of customer issues

A minimum of 3 years of support leadership experience required, preferably in a web hosting, SaaS, or similar technology environment

Proven interpersonal and leadership abilities; ability to foster and promote a professional and collaborative work environment

8+ years of experience of which 4+ years of experience in e-commerce

Should have solid level 3 support experience in large e-commerce platforms

Knowledge in SFCC is an added advantage

Should have good debugging and analytical skills

Should possess excellent communication skills

Should be running critical issues and drive them to closure

Proven experience as a Remote Support Specialist or in a similar role.

Provide remote technical support to clients, troubleshooting and resolving software, hardware, and network issues.

Diagnose and resolve technical problems through phone, email, chat, or remote desktop tools.

Install, configure, and update software applications and operating systems remotely.

Stay up-to-date with the latest technology trends and advancements in remote support tools.

Strong knowledge of computer hardware, software applications, and operating systems.

Required Knowledge/Skills, Education, and Experience:

Preferred Knowledge/Skills, Education, and Experience:

Excellent communication, organization, time management, and presentation skills

Conduct technical discussions with customers to collect and understand simulation requirements, propose solutions, and explain benefits of our approach

Create Knowledge Base articles for the customer community

Experience with solutions for linear statics, buckling & normal modes on models of unlimited size

2+ year's experience in a related field providing Customer Service Support

Experience with Allen Bradley Logix PLC controls platforms

Experience with controls hardware troubleshooting

Siemens and Modicon PLC experience a plus

Strong verbal communication skills over the phone

Participates in the support of semi-complex systems that integrate hardware and software.

Provide technical support for the FactoryTalk OperationSuite of products with a concentration on ThinManager

To learn more about our benefits package, please visit at www.raquickfind.com.

Support internal and external customers including end-user Operators, OEMs, Developers, System Administrators, Field Consultants, and Engineers

Support by telephone, email or technical notes and collaborate to solve complex troubleshooting and show technical engineering expertise

Occasionally cover a shift after hours and carry a weekend support phone to provide support for 24x7 customer.

Bachelor’s Degree in Electrical or Computer Engineering, Computer Science, or Information Systems