Level Ii Remote Desk Support
Level II Remote Desk Support needed to provide fast and useful technical assistance remotely on computer and surveillance systems. You will answer queries on technical issues and offer solutions.
We’re looking for a candidate with excellent technical knowledge and the ability to communicate effectively to explain the problem and its solution. They must also be customer-oriented and patient to deal with difficult customers. This position will work remotely until the decision has been made to go back into the office - Tech must be located in Miami.
Responsibilities And Duties
- Serves as the Tier II point of contact for customers seeking technical assistance over the phone
- Performs remote troubleshooting through diagnostic techniques and pertinent questions
- Determines the best solution based on the issue and details provided by customers
- Walks the customer through the problem-solving process
- Directs unresolved issues to the next level of support personnel
- Provides accurate information on IT products or services
- Records events and problems and their resolution in logs
- Receives, creates, and escalates tickets in Remedy / ServiceNow
- Uses Tivoli remote control tool to access users' machines daily for support
- Assists help desk and end users with technical questions about remote access and technical assistance
- Assists with two-factor authentication issues such as assign, unlock, and resynchronize tokens
- Supports all versions of Windows and MAC operating systems
- Unlocks and resets passwords in Active Directory
- Checks internet connectivity
- Documents all cases
- Follows up and updates customer status and information
- Previous Tier II experience required
- Operational knowledge of principles, practices, and techniques used in the installation, maintenance, support, and management of wireless, VPN, network monitoring, and network management
- Experience with DNS / DHCP services
- Excellent understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve Tier II technical issues
- Must have the ability to work at home (temporarily) and their own phone line
- Excellent communication skills
- Customer-oriented and professional