Support Engineer for Servers and Helpdesk

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timePosted 13 days ago location United States salarySalary undisclosed
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Job Description

Job Description It is a remote position for a Support Engineer who will be responsible for handling first levelsecondthird-level support of service requests. This relates to all technology that the customer is using. This will include workstations, servers, storage, printers, networks, and client applications, specific hardware, and software. The Engineer must be able to support remote-work applications. The engineer will provide support remotely. Strong interpersonal skills are required. This includes verbal and written communication skills, active listening, telephony, and customer-care. Duties and Responsibilities Responding to queries via chat, email, or phone Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience TicketsCase Management Accurately recording the scope of the issuerequest and logging into ServiceNow the information. Following up with customers to ensure full resolution of issues. Requesting feedback andor monitoring calls and other methods of correspondence to improve training methods. Monitor the remote monitoring and management system alertsnotifications and respond accordingly through service tickets. Escalation of Tickets to the next level. Technical Skills Providing technical assistance for questions and problems including Skills with Windows Servers 201220162019 administrations and operations (including patching) Troubleshooting skills with the following operating systems including Windows Servers 201220162019 (required), Windows 10 (required), Windows 7 (required), and Mac OS (basic troubleshooting only) Skills with Microsoft System Center is a plus Troubleshooting Microsoftrsquos Office 365 applications (Outlook, Teams, Word, PowerPoint, Excel) Video Conferencing Solutions including Zoom and Microsoft Teams Mobile Device support for ActiveSync and Outlook Mobile Other client applications Troubleshooting Connectivity Issues. Basic technical support at the network level WAN and LAN connectivity, routers, firewalls, and security. Unable to connect to Wireless Unable to connect to the Internet Unable to connect to the corporate network Unable to connect to Application. Basic remote access solution implementation and support VPN, and Remote Work. Resolving problems with networks and other computer systems Diagnosing system errors and other issues Installing or changing software to fix issues Remotely accessing hardware or software for clients to make changes and fix problems Diagnosis skills of technical issues Understand processes in company systems by completing assigned training materials Creatingupdating knowledgeable articles, and training other staff members on troubleshooting and diagnosing problems