Vacancy caducado!
The Remote Specialist position at Winxnet is part of the Tier 1 technical team and is responsible for providing regular phone support to a variety of customers in our Portland office. They also work directly with the Tier 2 staff to support escalations. This position will provide advice and consultation to customers and management on individual requests for assistance, advice, and recommendations relating to application, computer, and network issues. Additionally, Tier 1s employ systems analysis techniques and procedures, including consultation with clients, to determine hardware, software or system functional needs and, at times, address problems with those systems. Tier 1s will assist, as various projects may dictate, in the design, development, documentation, analysis, creation, testing or modification of computer systems or programs, including the creation of pilot systems, based on client or system design specifications.
This position will work in our Portland, Maine office.
Responsibilities of remote support specialist staff include:
Work directly with dispatch for emergencies
Provide phone and remote support as needed
Monitor status of all open tickets
Notify responsible manager / account manager of high priority problems, critical status changes, client complaints, call aging and training
Enter revised status information into the incident management system
Mark tickets as done
Contact client to verify incident is resolved and that service was satisfactory
Update tickets with client response and time entry
Complete all assigned operational and procedural tasks
Assist with general administrative tasks as needed
Occasionally, based upon client need and staff availability, all staff will be expected to work after hours and weekends in emergency situations and for scheduled projects. This position also participates in a regular after hours on-call rotation schedule.
Desired Skills and Experience
General:
Demonstrated ability to exercise good judgment independently on myriad of system-related client matters and other client matters of significance
Have a positive attitude, be self-motivated, reliable and customer-focused
Excellent customer service, organizational, research, documentation, scheduling and time management skills
Have excellent written and oral communication and interpersonal skills
Ability to multi-task and adapt to changes quickly
Ability to work collegially and effectively in a team environment
Proactively address customer needs using technical expertise, while understanding the scope and nature of customers' engagement with Winxnet
Must work well under pressure
Technical Experience:
Tier 1 staff should be familiar with, and have the ability to perform basic troubleshooting steps on:
Desktop and laptop technology
Windows desktop and server operating environments
Microsoft Office products
Smart phones and tablets
Operating System and application username and password issues
Logon issues including account lock out issues
Printer issues that can be resolved remotely. Test if printer is online and accessible
Missing shortcuts, missing documents, and missing network folder locations
Missing toolbars, desktop settings such as resolution, mouse and keyboard settings
Troubleshooting audio and video issues via Device Manager/Levels
Verify initial virus warnings and identification
Verify initial malware warnings and identification
Wireless connection issues
Initial LAN connection issues
Outlook files (.pst's) and archive location and reconnection
Browser issues including plug-ins and add-ons. Uninstall or disable only
Anti-virus updates and virus issues
Issues that can be resolved with a reboot as determined by the Help Desk
Physical Demands
The following physical demands are required for this job with or without reasonable accommodations:
Lifting: Raising or lowering an object from one level to another (includes upward pulling) 25-50 lbs.
Carrying: Transporting an object, usually holding it in the hands or arms, or on the shoulder
Stooping: Bending body downward and forward by bending spine at the waist, requiring full use of the lower extremities and back muscles
Vacancy caducado!