Remote Support Job Description
Remote support
provides prompts and reliable technical assistance to company employees desktops, laptops, printers, and other miscellaneous peripheral devices.
Remote Support Duties & Responsibilities
To write an effective remote support job description, begin by listing detailed duties, responsibilities and expectations. We have included remote support job description templates that you can modify and use.
Sample responsibilities for this position include:
Perform preventative maintenance on all infrastructure equipment to include all label printers (Zebras), laser printers
This profile Involves employees handling customer satisfaction escalations routed from the Level 1 Call Screening team
Provide first & second level desktop support for PC/LAN and laptop/workstation end-users including executives and senior-level management
Update and monitor ticketing systems
Provide routine problem reporting and recommendations to management
Utilize technical and procedure documentation for Help Desk, PC desktop/laptop configuration standards and install procedures
Configuration and deployment of new desktop and laptop systems
Troubleshoot and resolve hardware, software, and printing issues as they occur
Assist IT related projects
Provide new hardware/software for users as approved, assist in asset tag control and inventory management
Remote Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Remote Support
List any licenses or certifications required by the position: ITIL, CCNA, KCS, RHCE, JNCIA, HP, ITSM, HDI, RHCSA, SNMP
Education for Remote Support
Typically a job would require a certain level of education.
Employers hiring for the remote support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Technical, Engineering, Education, Business, Electrical Engineering, Communication, Computer Engineering, Information Technology, Technology
Skills for Remote Support
Desired skills for remote support include:
Performance metrics
Computing
Storage and peripheral devices
Networking
Printers
Computers
Laptops and common windows applications
Management agent
Products within the supported technical domain
Redundancy concepts
Desired experience for remote support includes:
Should have good analytical/logical approach on troubleshooting for resolving hardware issues
Being a 24x7 operation, candidate should be willing to work in shifts
Should have exposure to basic Storage concepts like RAID, SAN, NAS
Exposure to system administration and troubleshooting in Storage domain for at least 2 years
Should have working knowledge to of the following storage products
EVA storage
Remote Support Examples
1
Remote Support Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of remote support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for remote support
- Coordinate and collaborate effectively with technical teams
- Establish and maintain good working relationship with clients
- Overtime and occasional weekend shifts required as needed
- Frequent regional travel may be required (approximately 25%)
- Responsible for accepting and reviewing BAS service calls (sites with remote connections) given by the Resource Coordinators
- Conducts Maintenance Checks per schedule
- Provide solid leadership and guidance for the growing team
- Reviews support tickets and customer surveys to ensure continued high level of customer satisfaction
- Ensures the products are providing accurate and up-to-date information
- Influences the training process for new customers, particularly customers moving to ftwilliam.com document system from competitor software
Qualifications for remote support
- German & Arabic fluent (both written and verbal), with neutral accent and excellent language comprehension• College Technical degree and/or experience in relevant field • Some IT experience (1 year ), through business or personal interest• Sound problem determination and troubleshooting skills
- Should have 3+ years of experience in International Voice process
- Experience with PC / Laptop hardware and trouble shooting is a plus for the team though not mandatory
- Should have experience in troubleshooting and managing networks
- 2+ years of Technical Work with SQL Knowledge
- Extensive knowledge of computer hardware (Dell, HP, IBM)
2
Remote Support Job Description
Job Description Example
Our company is looking for a remote support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for remote support
- Coordinates continuing education accreditation for ftwilliam.com, including webcasts and annual Customer Conference (ensures ASPPA, NIPA and IRS standards are met)
- Assists in creating the agenda for the annual FTW Customer Conference
- Responsible for the installation and configuration of all Infrastructure equipment in the Distribution Center utilizing documented guidelines and procedures
- Manage and control all access to the computer room to ensure the integrity of the facility while allowing necessary maintenance and upgrades to be completed
- Conduct and maintain an accurate inventory of user hardware and RF equipment onsite in an electronic spreadsheet that is forwarded to the Director of Technical Services in Chesapeake quarterly for review and updating the databases where applicable
- Participate and perform daily quality control audits and cycle counts under the direction of the Distribution Center Quality Control Manager
- Responsible for troubleshooting end user and network problems, place trouble calls to the IS Help Desk when appropriate and follow-up to ensure problem resolution
- Maintain accurate system policies/procedures and runbooks according to the processes developed by the IS Staff at the Store Support Center
- Responsible for submission of all service requests for new equipment, software, associate moves, adds or changes to our current infrastructure configuration
- Manage the computer room inventories and supplies including necessary forms and printer ribbon inventories
Qualifications for remote support
- Proficient in Office 2003, 2007 and 2010 Suites, Trend, various Adobe products, Internet Explorer, Cisco VPN, and MS Outlook with MS Exchange for end users
- SAP support experience preferred
- Experience with Apple phones, tablets, and MacBook’s preferred
- Participation in 24/7 shift rotation
- Must have experience in managing complex business applications relating to customer service in a high availability environment
- Bachelor degree required, ERPA or JD preferred
3
Remote Support Job Description
Job Description Example
Our innovative and growing company is hiring for a remote support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for remote support
- Be proactive in recommending improvements in procedures that will increase the efficiency of the facility and staff members in regards to IT related technical issues and processes
- Coordinate and handle the conveyor controller backups for either the Buschman or Rapistan system whichever is located in your DC
- Maintain a high level of communications with SSC IS staff
- Provide a 30-60-90 Day Project Report to the Director of Technical Services on the 1st of every month copying the QC Manager on this correspondence
- Handle network password reset problems as needed
- Manage the DC’s RF repair program in getting the equipment fixed and replaced when applicable
- Develop and maintain an ongoing positive rapport with end users to enhance the perception of the IS function
- Provide evening and weekend coverage to manage special needs, procedures and emergencies as appropriate
- Assist the QC Manager with special projects that may be assigned
- Assist the Director Technical Services with special projects that may be assigned
Qualifications for remote support
- The Person should be technically Sound with patience and a good listener to customer concerns
- Currently residing in addition to legal working authorization to work in Japan, Australia, or New Zealand
- Exposure to programming with a language like Ruby
- Basic experience using Git
- A strong sense of empathy – you are attuned to hear the question behind a question
- A unique writing style and voice
4
Remote Support Job Description
Job Description Example
Our company is looking to fill the role of remote support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for remote support
- Working with internal teams and customers to develop and implement StatusScope alarm notification strategies across the LC-MS workflow
- Working as a key member of the Remote Support Solutions Team RSST, be the technical expert on all aspects of monitoring technology and deployment, working with internal groups to improve platform connectivity/ integrations with Customer Portal and other applications
- Escalation resource for optimizing and troubleshooting issues with StatusScope or TEAMS server and deployment
- Be the public face for StatusScope, developing and delivering end user demonstrations of StatusScope and acting as the single point of contact for technical questions
- First Contact Resolution Rate (FCRR)
- Average Speed of Answer (ASA)
- Cost per Contact (CPC)
- Employee Satisfaction (ESAT)
- Execute mid-course adjustments in shift operations as directed by your shift lead to return turbines to service, adjust power and voltage on behalf of sites, and escalate issues affecting availability and under performance to site or fleet performance teams
- Adapt to new turbine and wind farm remote monitoring operational processes and ensure that you execute them in targeted time frames
Qualifications for remote support
- Trigger an onsite interaction (parts and/or FSE dispatch) in case the issue cannot be fixed remotely
- Contribute to maintain the Knowledge Mgmt
- Preference given to applicants with 5 years of broad experience in front line support of IT systems supporting a Technical Service line of business
- Experience with working on Axeda or PTC Thingworx or similar remote monitoring products is a significant asset
- Background in Engineering/ Computer Science Degree highly desirable
- 1-2 years of development experience using C/C++/Java or similar scripting languages
5
Remote Support Job Description
Job Description Example
Our innovative and growing company is looking for a remote support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for remote support
- Help enhance the customer value proposition for ROC services by lifting up the ROC “Brand” beyond resets
- Actively feed lessons learned back into procedures and quality checks to drive ROC world class operational excellence
- Provide Level 1 technical resolution to software & hardware customer technical issues by solving simple problems or routing PAC cases to appropriate experts
- Help ensure that transactional systems that support ROC operations get a high priority of attention when they are down
- Provide input to develop training material relative to the Remote Operation team that can be used by both internal and external customers
- Monitors the in-use Help Desk application software, responds to calls received via cell phone
- Completes assigned functions as stated in the engagement proposals or other statements of work with minimal supervision
- Assists with finalizing forms, procedures, and documentation needed for maintenance of application programs
- Submits internal and external status reports on time and as required
- Communicate effectively with peers, product programmers, customer support representatives, customers, and management, to ensure timely resolutions to reported problems
Qualifications for remote support
- Proficient in Microsoft Windows XP and Windows 7
- Demonstrated highly effective problem solving and analytical skills
- Excellent oral communication and negotiation skills
- Responsible for department and organizational attainment of technical objectives, high client satisfaction and overall mission, business controls posture, and cost effective operations
- Good learner to come up the learning curve to perform on various KPI's such as Average Handling Time , Hold Time , Resolution
- Bachelor’s Degree, Technical Education Degree, or equivalent work experience