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

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

IT Service and Support Functions

• IT support services for clients’ infrastructure, including clients’ core business applications
• Acquire specific knowledge of the client and how IT relates to their business
• Participate in projects by performing assigned duties
• Perform other related technical duties as assigned

Documentation, Reporting and SLA’s

• Identify clients’ needs and report to vCIO or Service Manager
• 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
• Report client concerns or complaints to Service Manager, VP Operations, and CXO
• Contact client within 3 business days for tickets in Follow Up status unless issue requires further delay as notated on the ticket
• 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
• Obtain industry certifications on a consistent basis

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

• Ability to communicate and work effectively with end users over the phone and on-site
• Exemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client end users and colleagues
• Critical thinking and problem-solving skills
• Organized and detail-oriented
• Strong team player

Technical Skills

• Windows workstation repair, maintenance, malware removal, and deployment
• Configuring network settings on workstations
• RDP client support
• Office 365 account and client support
• Server backup monitoring and maintenance
• Mobile devices – smartphones, tablets and laptops
• Exchange mailbox administration
• Active Directory account creation and management
• Network drive and printer mappings
• Diagnose network connectivity issues for workstations

Education and/or Experience

• College or Technical degree preferred 
• CompTIA certifications preferred
• Microsoft Technology Associate (MTA) preferred

Language Skills 

• Ability to communicate professionally, in English, both written and orally
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

Certificates, Licenses, Registrations 

• Valid Driver’s License

Physical Demands

• Regularly required to use hands to operate computer keyboard and telephone
• Frequently is required to walk and sit
• Moderately required to stand
• Occasionally needs to lift and/or move up to 50 pounds

Business Behavior / Anti-Trust

• Do not discuss proprietary information (Company’s or client’s) or business in general outside of work requirement
• May not divulge any confidential personnel/corporate policy including discussion of performance reviews or salary
• Will not engage in unprofessional conduct