Remote Support Engineer II at Coretelligent | Torre
Remote Support Engineer II
trending_up Invest in Torre
Coretelligent

Remote Support Engineer II

Coretelligent
Posted by
Mariajosé Gómez
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Full-time

Legal agreement: Employment

Compensation
USD51k - 114k/year
Non-negotiable
location_on
Hybrid (United States)
Posted almost 6 years ago

Responsibilities

• Charged with the support of end user-initiated requests, the RST Support team handles inbound and schedule work for end users of all skill levels. Providing break-fix and end user educational support for Workstations, Office & GSuite, Standard and Line of Business Applications, Peripherals and Hardware, Connectivity, Stability, as well as accessories such as Printers, Hotspots, Mobiles, Tablets, and Phones. • The Engineer II Level resource will be able to design, build, and support a multi-site client from ground up in three standard 8 hour business days. This design would accommodate 50 to 100 users, active directory, exchange mail server, remote access, network printing, network shares, inter-site routing and replication, and internet connectivity. • Receives and responds to internal incident escalation, to provide consultation on next steps or further assistance to the user • Receives and responds to inbound incident request from Clients, and Internal & External users • Performs routine tasks to maintain computer equipment and their peripherals • Provides regular and timely updates to all parties (internal and external) on incident statuses • Maintains detailed documentation, notes, and steps pending or completed on all support tickets • Reforms triaging and troubleshooting of incident volume to resolve incidents • Familiar with standard concepts, practices, and procedures within a support environment • Relies on experience and judgment to plan and accomplish goals • Performs a variety of technical tasks to complete requested work or remediate incidents • Works under general supervision • May lead or direct work of others • A wide degree of creativity and latitude in remediating incidents and problems is expected • Assists in creating materials for end-user frequently asked questions (FAQs) and procedural knowledgebase articles. • Provides assistance to Tier 3 staff with problem research and documentation. • Provides assistance and spot training for Technician and Engineer I team as needed.
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