Essential Duties and Responsibilities:
The Remote Operations Center Technician will have knowledge and experience in hardware/software concepts, tools, and support best practices. This knowledge and experience will be used to support various software products, including but not limited to Microsoft Windows, Apple OS X, Microsoft Office, Anti-Virus and Anti-Spyware products and various client-specific software.
The Remote Operations Center Technician will be responsible for participating in an integrated team of service delivery professionals. This team may consist of other Remote Operations Center Technicians, system and network engineers, and IT Managers. Working within this team approach is critical to the success of this position and communication between and across teams is critical to providing the client with a superior service.
The following duties and responsibilities are essential for this position:
- Respond to client support issues via phone and e-mail
- Superior communication skills and have the ability to effectively explain technical concepts to clients so they can understand easily.
- Create procedures that document best practices when working with particular software tools or troubleshooting problems.
- Determine escalation points for specific problems and follow instructions for alerting and escalating team members about client issues.
- Analyze client reports and determine if any actions need to be taken
Qualifications and Requirements:
Education and Soft Skills
- Microsoft Certified Systems Expert (MCSE) – Infrastructure or Messaging (or equivalent experience)
- Network+ or equivalent
- Cisco Certification or Relevant experience
- Excellent oral and written communication skills
- Exceptional analytic and problem solving skills
- Ability to work independently with minimal supervision
- Ability to work successfully with an integrated support team
Technical Skills
- 4+ years supporting Microsoft Windows XP, 7, 8, 10
- 4+ years experience supporting Microsoft Office 2010 - 2016
- 4+ years experience supporting Spyware and Antivirus software
- 1+ years experience supporting Apple Macintosh computers preferred
- 4+ years experience upgrading and repairing desktop and/or laptop computers.
Performance Requirements:
- Maintains knowledge required to perform the Remote Operations Center technician position.
- Works effectively with other members of the organization to troubleshoot client issues.
- Participates in developing procedures and suggesting improvements to existing procedures.
- Participates in weekly team meetings.
- Acts as an advocate for clients within the organization.
- Effectively escalates client issues and follows-up to make sure that the client is satisfied.
- Documents all contact with the client in the trouble-ticketing application. Updates all information within the client knowledge base as appropriate.
We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
