Remote Support Engineer Job Description
Remote support engineer
provides remote and on-site technical support for Hologic, Fischer, and Quantum products, to include peripheral devices and workstations.
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:
Work with the TSC team in defining the detailed scope and deliverables of the discovery and analysis phase for each project
Reporting and excellent tracking of customers interactions in our systems to ensure proper documentation for hand over to field, product/case history and to ensure proper case closure, reporting and feedback loop activities
Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities
Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution
Coordinates multiple projects within a large scale program involving functions driving the engineering development and implementation process for products or service offerings
Applies advanced technical expertise using standard operating and diagnostic procedures to resolve standard to complex level issues
As a 24x7x365 organization, shift work, holidays and on-call responsibilities
Perform scheduled and unscheduled remote preventative maintenance, inspections, site surveys, and remote service requests including modifications of system programming and database as need or requested by customers
Working closely with both a local and a virtual support team and you are responsible for Europe, Middle East, Africa (EMEA) - Virtual RSC EMEA 7 (Syngo)
Ensure customer IT support for clinical software, working on a remote basis in order to provide the customer a high-quality support Guarantee international support within normal office hours, during on-call
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:
Computing
HP products and services offerings
Storage and peripheral devices
Management agent
Products within the supported technical domain
Redundancy concepts
Remote console architecture
Windows and Unix operating system environments
AD
Failover Cluster
Desired experience for remote support engineer includes:
Written and oral fluency in English and Danish, Swedish or Norwegian
Ability to learn quickly and adapt to high change environment
SAN environment, LAN, StoreServ, Enterprise Virtual Arrays and Storage Systems - knowledge of SAN appliances, Mass/Storage and NAS would also be useful
Basic understanding of Industry Standard Servers (Proliant and Blades)
Microsoft OS, VMware and/or Linux - knowledge of HP-UX and Solaris would also be helpful
Responding to application Support Requests and Incidents which involve troubleshooting moderate
Remote Support Engineer Examples
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Remote Support Engineer Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of remote support engineer. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for remote support engineer
- 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
Qualifications for remote support engineer
- 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
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Remote Support Engineer Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of remote support engineer. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for remote support engineer
- 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
Qualifications for remote support engineer
- 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
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Remote Support Engineer Job Description
Job Description Example
Our company is hiring for a remote support engineer. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for remote support engineer
- 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
Qualifications for remote support engineer
- 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
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Remote Support Engineer Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of remote support engineer. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for remote support engineer
- 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
Qualifications for remote support engineer
- 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
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Remote Support Engineer Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of remote support engineer. 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 engineer
- 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
Qualifications for remote support engineer
- 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