Remote Support Engineer Job Description
Remote Support Engineer Duties & Responsibilities
To write an effective remote support engineer job description, begin by listing detailed duties, responsibilities and expectations. We have included remote support engineer job description templates that you can modify and use.
Sample responsibilities for this position include:
Remote Support Engineer Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Remote Support Engineer
List any licenses or certifications required by the position: ITIL, MCSE, CCNA, AWS, PC, EMC, RHCE
Education for Remote Support Engineer
Typically a job would require a certain level of education.
Employers hiring for the remote support engineer job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Technical, Engineering, Computer Science, Electrical Engineering, Science, Chemistry, Education, Computer Engineering, Industrial, Information Systems
Skills for Remote Support Engineer
Desired skills for remote support engineer include:
Desired experience for remote support engineer includes:
Remote Support Engineer Examples
Remote Support Engineer Job Description
- Configure, maintain and implement IT interfaces to other systems in a customer environment
- Developing and training of new team members is also part of your role
- The Remote Support Engineers (RSE’s) are part of the Global Care Center organization, responsible for remotely resolving the technical issues of our customers and if needed, identifying, if needed be, the parts required and the convenience of sending a Field Services Engineer (FSE) to repair the product onsite
- Actively participate in daily operation and overall coordination of all activities related to the support of the Worldwide Centralized Engineering Infrastructure (manpower, materials and resource assignment)
- Manage the virtual environments, including OS and virtual networking
- Conduct test activities related to system installation and power-up, configuring test applications and perform DeltaV system hardware tests
- Support the end users / front offices with connectivity issues, and with the internal testing and factory acceptance testing
- Provide general system administration support for the VMWare ESX virtual servers including diagnosis, optimization, documentation, security
- Monitor storage and backup systems for efficiency and utilization
- Provide phone and email support to clients and internal resources
- Strong experience with Linux/Unix command line tools
- Intrinsically motivated to solve problems and enable the success of others
- 4+ years’ hands-on server/application support experience
- Understanding of basic networking, routing, and security strategies
- Strong scripting skills in order to automate tasks and create monitoring checks are a plus
- Familiarity with ITIL Foundations, particularly Service Operations processes such as Incident
Remote Support Engineer Job Description
- Able to complete tasks with minimal supervision
- Responsible for entering all work as service tickets, time and expenses in our Professional Service Automation (PSA) tool
- Inform management and key client personnel of operational and procedural deficiencies discovered during proactive or reactive involvement
- Provide incident management support and performs investigative analysis while providing accurate, thorough answers in a timely manner to customer inquires
- Working on site from Sofia you will be supporting our customer’s infrastructure which is based on the Mainframe technologies
- You will be identifying and solving technical problems in the customer’s environment
- Co-ordinate with BHGE IT Infrastructure Group for Database, Server Support and Development Teams to resolve complex technical escalations
- Co-ordinate with BHGE IT Enterprise Applications Group for Enterprise Portal, Messaging and Content Teams to resolve complex technical escalations
- Serve as the first point of contact for customers seeking technical assistance from the BHN Help Desk phone line or by Help Desk Tickets in a courteous and professional manner
- Access software updates, drivers, knowledge bases, diagnostics utilities, and frequently asked question resources on the Internet and internal knowledge base to aid in problem resolution
- Ability to manage costs, time and resources
- Strong knowledge/understanding of Linux systems administration
- Advanced scripting/programming skills
- Bachelor degree in electronic subjects (Electrical, Electronic engineering) highly preferred
- Masters tech knowledge on products and technologies and has the ability to transmit that knowledge to our customers
- MCSE or other IT industry certifications would be an advantage but are not essential
Remote Support Engineer Job Description
- Assist in end-to-end troubleshooting to ensure rapid service restoration
- Adhere to ITIL processes for handling incident, change, problem, and event management
- Achieve MTTR and MTRS metrics (Mean Time To Repair and Mean Time to Restore Service)
- Collaborate with global network team members to achieve SLA objectives
- Report common and repeat problems (trend analysis) to management
- Maintain broad knowledge and understanding of current and emerging networking technologies
- Capacity planning, system performance monitoring, resource utilization trending
- Provide advanced level troubleshooting and great customer service
- Provide Root cause analysis and final solutions for technical issues
- Maintain technical issues escalation procedures
- Proficient in troubleshooting, configuration, installation and repair of electronic systems and computers, solid mechanical aptitude
- Document case history and interactions with customer in HP’s Customer Relationship Management
- Bachelor or Master Degree in a Science or Engineering related field
- Experience in Additive Manufacturing technology, 3D Modeling Software - Magics (Materialise) and NetFabb (Autodesk) and/or 3D printing workflows will be valued
- Bachelor’s Degree in Engineering, Information Technology or related, preferred
- 5+ years of technical support engineering experience in a call center environment
Remote Support Engineer Job Description
- Solid telephone skills and technical issue questioning
- Work through customer issues to drive loyalty and confidence
- Quick and thorough understanding of product details
- Thorough information logging and follow through into our technical support software
- Able to simulate customer conditions using the RAS laboratory and collaborating with other Process Management business units as necessary
- Fulfil any other reasonable duties as required
- Leverages Toshibas relationship with VAR's, Dealers and clients to drive account sales
- Assist in the determination of hardware solutions based off the customer’s needs/requirements
- Provide technical support to marketing, sales, engineering staff, customers and suppliers during the pre and /or post sales period
- Develop and conduct customer-based technical training programs, resolve technical problems, and make recommendations
- Cisco certification an advantage
- Exudes positive, productive attitude under adverse conditions
- Cisco Certified Network Professional (CCNP) required, Cisco Certified Network Professional- Collaboration (CCNP Collaboration) preferred
- Proficiency in troubleshooting and supporting Cisco IM&P, Cisco CUBE, Video technologies, Contact Center Express (UCCX), Routing, Switching, Data Center, Wireless, and/or Security considered a plus
- ASA troubleshooting and configuration experience a plus
- Excellent Layer 2 & 3 networking skills including strong knowledge and proficiency in industry-standard networking technologies and infrastructures including cabling, LAN, WAN, and various telecommunication access methods, DNS based Global Server Load Balancing (GSLB) theory legacy networking technologies and system interdependencies
Remote Support Engineer Job Description
- Identify, analyze and resolve deficiencies
- Develop proactive solutions of technical scope and recommend corrective actions and document as appropriate where analysis of situation requires comprehensive understanding of all products with the ability to develop synergistic dialogue with company development engineering staff
- Present technical briefings and training workshops for customers and potential customers and internal marketing and sales management
- Participate in strategic planning meetings with management, sales, marketing, and engineering
- Serve as the link between technical product development engineers and sale, marketing and customers
- Resident expert in technology partner roadmaps and upcoming/available products to present viable solutions
- Technology partner roadmaps and upcoming/available products to present viable solutions
- Maintain our client Knowledge Base
- Provide product feedbacks and insights to the business and R&D teams
- Provide technical assistance to sales/marketing for industry trade shows as needed
- You have experience in implementing interfaces for 3rd party applications planning and implementing IT projects
- You are fluent in Italian and English languages
- Command of Fluent English and German
- Fluency in French and English language skills
- Currently authorized to work in New Zealand
- Currently resides in New Zealand