Remote Support Engineer Resume Samples

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AR
A Rodriguez
Adell
Rodriguez
589 Anderson Crossing
Detroit
MI
+1 (555) 843 1936
589 Anderson Crossing
Detroit
MI
Phone
p +1 (555) 843 1936
Experience Experience
08/2014 present
Houston, TX
Care Center Indigo Remote Support Engineer
Houston, TX
Care Center Indigo Remote Support Engineer
08/2014 present
Houston, TX
Care Center Indigo Remote Support Engineer
08/2014 present
  • Reporting and excellent tracking of customers interactions in our systems, updating case notes and systems with all troubleshooting steps performed
  • Willing to develop career in a customer support role in a Field Service position
  • Mechanical/electrical engineering
  • Analytical and troubleshooting methodologies
  • Team player
  • A set of customers are assigned as your primary accounts, you build an ecosystem with customer and primary field engineer, which should speed up break and fix issues, consultancy inquiries and will focus on optimization of presses by supporting customer on educational programs and maintenance routines
  • You’ll play a role on consultancy with our customers on parts info, and specs of the product
06/2008 06/2014
Chicago, IL
Indigo Remote Support Engineer
Chicago, IL
Indigo Remote Support Engineer
06/2008 06/2014
Chicago, IL
Indigo Remote Support Engineer
06/2008 06/2014
  • Working independently while using standard protocol to respond to more complex customer issues
  • Provide expert support to remotely resolve hardware and/or software issue for customers, including product calibrations, adjustments, and SW upgrades
  • Successfully resolve more difficult technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems
  • Contribute to maintain the Knowledge Mgmt. System (KMS)sharing the knowledge with the rest of the organization
  • Proactively assist customers to avoid or reduce problem occurrence
  • Participates in projects and provides resolution and feedback based on analysis
  • Technology provides information to the RSE about customer presses, we can predict potential press failures, the RSE will provide proactive consultancy and education to customers to prevent failures. RSE will plan, and schedule calls to customers under our Preventive support program
12/2003 04/2008
Philadelphia, PA
Remote Support Engineer
Philadelphia, PA
Remote Support Engineer
12/2003 04/2008
Philadelphia, PA
Remote Support Engineer
12/2003 04/2008
  • Dealing with enquiries which can vary from product features, specifications and repairs to configuration assistance
  • Track and document customer and problem information
  • Provide timely support services to all colleagues, ensuring service levels are maintained and all requests are properly tracked and responded to. Focus is on maintaining ownership of the issue and providing consistent and timely resolutions
  • Take part in projects to deliver technical value and expertise to HP’s large customer base, providing technical systems management support, delivering part of a detailed technical design, and/or contributing to the design of technical solutions for customer environments
  • Provide Remote IT Support to XL Catlin colleagues including but not limited to: Desktops, Laptops, Printers, Telephony, Networks, Remote Access and Core Applications
  • Communicate with colleagues in a professional and courteous manner at all times, providing technical support in a customer focused way
  • Active participation on Continuous Service Improvement Plan and Infrastructure Development demand management process with suggestions fed through to Infrastructure Support Team Lead
Education Education
Bachelor’s Degree in Electronic Subjects
Bachelor’s Degree in Electronic Subjects
Loyola Marymount University
Bachelor’s Degree in Electronic Subjects
Skills Skills
  • Participate in a chosen technical community or profession to continuously expand your technical knowledge, business acumen, and professional network
  • Good knowledge on Hardware, Storage and networking platforms
  • Utilizes professional concepts and theoretical knowledge acquired through specialized training, education or previous experience
  • Phone and remote support experience. E-support experience, knowledge and resolution ability
  • Excellent people skills with ability to communicate to all levels of staff effectively
  • Advanced proficiency with case management databases and tools
  • Ability to solve and document solutions for usage of other technicians and customers
  • Work independently or across teams to establish and maintain excellent customer relationships
  • Ability to lead resolution activities with escalated customers
  • Demonstrable technical expertise in Designing, Architecting & Deploying Virtualization Solutions such as Microsoft Hyper-V, VMware, Citrix
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1

Remote Support Engineer Resume Examples & Samples

  • Work with the TSC team in defining the detailed scope and deliverables of the discovery and analysis phase for each project. Also acts as a point of contact for the TSC for any communications
  • Provide the technical and process guidelines to the team members in conducting discovery and analysis
  • Handle the technical escalations from the team and ensure adherence to the escalation process
  • Work with the CoE team members to ensure the timely progress of the work
  • Track the deliverables within the work stream and report back to the project manager
  • Take part in projects to deliver technical value and expertise to HP’s large customer base, providing technical systems management support, delivering part of a detailed technical design, and/or contributing to the design of technical solutions for customer environments
  • Work independently or across teams to establish and maintain excellent customer relationships
  • A bachelor’s degree in Engineering – BE, BTECH or Equivalent
  • Minimum 4- 5 years in Consultancy, Architecting, Design, Deployment and/or support of software-related products or services, in a Microsoft-based large-scale Enterprise environment
  • Solid hands on experience in Architecting, designing and deploying Virtualization Technologies – MS Hyper-V, VMware, Citrix. Good knowledge on Capacity Planners
  • Industry Certifications on VMware, MS Hyper-v, Citrix
  • Should have worked on Migration environment
  • Can work in projects with tight schedule
  • Strong relationship and interpersonal skills including telephony skills, email etiquette the ability to win confidence from customers and other stakeholders
  • Good customer handling and team management skills
2

Remote Support Engineer Dutch Resume Examples & Samples

  • Dealing with enquiries which can vary from product features, specifications and repairs to configuration assistance
  • Taking full ownership of each customer case, using your independent judgment and experience to diagnose and troubleshoot problems or identify cases for escalation
  • Be a central part of identifying improvement opportunities
3

Remote Support Engineer Resume Examples & Samples

  • To provide first-line technical support to meet customer expectations
  • Work remotely to diagnose and solve customer problems, over the phone, via web collaboration and email
  • Deliver individual performance based on metrics and related targets
  • Track and document customer and problem information
4

Graduate Large Format Remote Support Engineer Resume Examples & Samples

  • Promote teamwork and HP values within the working environment
  • Actively contribute to personal development
  • Actively contribute to improve remote resolution rate for EMEA and supported printers/presses
  • Actively contribute to improve TCE performance (remote with phone delivery)
  • Actively contribute to improve operational excellence, with focus on accuracy of spare part qualification, problem
  • Diagnosis, knowledge and expertise level in solution center (also using elevation/escalation process and level 2 expertise)
  • Actively contribute to improve customer experience and satisfaction
  • Adhere to LFP&I Care Center schedule at all times
  • Contribute to proactive support program implementations
  • Develop and build on technical escalation engineer role within S&D Care Center
  • Participate to technical & softskill training session (availability to travel)
  • English (must): Fluent both in writing and speaking
  • French (must): Fluent both in writing and speaking
  • Spanish: Fluent both in writing and speaking
  • Italian: Fluent both in writing and speaking
  • Industry Printing (GA)
  • PC Hardware & Software
  • Field Experience (Digital Printing)
  • MS Office fluency
  • Read & Understand Schematics
  • Multi-Tasking
  • Certifications
  • Formal Education & Specialization
  • Analytical & Troubleshooting Methodology
  • Remote / Virtual troubleshooting
  • Professional Communications & Listening
  • Job Flexibility
  • Judgment Skills
5

Remote Support Engineer Resume Examples & Samples

  • Documentation of the case and functional writing skills required
  • Utilizes professional concepts and theoretical knowledge acquired through specialized training, education or previous experience
  • Exercises independent judgment within defined parameters
  • Acts as team member by providing information, analysis and recommendations in support of team efforts
  • Willingness to participate in non-standard working-time models (e.g. shift, call availability etc...)
  • Clear communication skills and Ability to work independently
  • Confident telephone manner and Fluency in English
  • Must possess excellent written & spoken communication skills
  • MCSA/MCSE/MCTS/MCITP/VCP Desired
  • Knowledge in two or more of the below skills is required
  • Ability to solve and document solutions for usage of other technicians and customers
  • Ability to lead resolution activities with escalated customers
  • Focus on one or more product lines (for example, proactive, reactive, storage, enterprise systems, etc.)
6

Remote Technical Support Engineer Resume Examples & Samples

  • RTS Remote Technical Support - Storage support
  • Candidate will contact customer and understand the issue in detail
  • Candidate will collect the required logs , analyze it and give the resolution
  • Once the issue is resolved concern spoc will take confirmation from customer and close the ticket
7

Remote / Technical Phone Support Engineer Resume Examples & Samples

  • Using your knowledge/expertise to deliver quality and timely responses to our customer requests for technical assistance on LC/LCMS
  • Assisting in providing additional sales support for the LC/LCMS and related products and solutions through partnerships with the field engineers, internal system engineers and division personnel
  • Providing phone support in problem solving and technical support for our customers. The successful candidate must possess a thorough understanding of Microsoft Windows Products (XP & Windows. TCP/IP networking and the associated Agilent ChemStation products experience desired
  • There could be up to 25% travel to customer sites performing technical work (repairs, installations, consulting) and attending internal Agilent training classes
  • 5 years practical experience using or supporting LC/LCMS products preferred
8

Remote Diagnostics Support Engineer Resume Examples & Samples

  • BSME required; Master's degree in business or engineering and P.E. certificate desirable but not required
  • 0-3+ years of experience in the specification and design of complex automotive components required
  • Past experience working onsite at a PACCAR facility desirable but not required
  • Competence in the use of personal computer software such as word processing, database, and spreadsheets
  • Familiarity with project management methods and tools
  • Candidate should be willing to make use of engineering processes and techniques and be resourceful in solving complex technical problems
  • Requires independent judgment and effective project management
  • Ability to manage costs, time and resources; strong communication skills
9

Remote Support Senior Engineer Resume Examples & Samples

  • 24 x 7Cover - participating in a shift rotation
  • Network Management– monitoring, configuration and maintenance of customer systems/networks
  • Technical Support– troubleshooting and resolving customer issues, and providing general assistance and advice
  • Incident/Problem Management– tracking issues via CARES trouble tickets, keeping all parties updated with
  • Documentation– Generate clear and concise documentation in the form of configuration records, Standard
  • Strong knowledge/understanding of Linux systems administration; proficient in use of command line interface and
  • Experience of Internet media (particularly video) delivery
  • Understanding of IP Video terminology, protocols and standards (e.g. HAS, ABR, RTSP)
  • Experience of managing/supporting high-availability and/or distributed systems
  • Experience of an Operations environment (particularly ISP or datacentre)
  • Advanced scripting/programming skills; ability to author/maintain command line and/or browser-based tools and
  • B.E/ B.TECH/BCA/BSC/Any Graduate
  • 5 yrs of experience in relevant domain
  • 4 to 5 years of expereince
10

Care Center Indigo Remote Support Engineer Resume Examples & Samples

  • RSE primary focus is to remotely resolve hardware (HW) and software (SW) application problems for customers, including product calibrations, adjustments, and SW upgrades
  • If the Customer issue cannot be fixed remotely, the RSE will trigger on site interaction (Parts and/or Field support engineer dispatch), Right tech diagnosis and parts identification are key process to ensure proper handover to the field engineer
  • Keep customer informed of the status of their case, elevating their issue as needed within the Care Center, and manage the interactions with customers to maximize the Total Customer Experience (TCE). Elevates case requires follow up of RSE to case closure
  • 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. Prepare FSE prior to the visit, updating case notes and systems with all troubleshooting steps performed
  • The RSE as well plays a role on consultancy with our customers on parts info, and specs of the product
  • The RSE has a set of customers assigned as primary accounts , duty is to build ecosystem with customer and primary field engineer, generating customer relationship/intimacy, which should speed up break and fix issues, consultancy inquiries and will focus on optimization of presses by supporting customer on educational programs and maintenance routines. RSE will plan, agree and schedule on site customer visits, to further enhance customer relationship
  • Command of 2 languages: Spanish and / Or Italian and English . Other languages (out of Ger, En, Du, Fr). are welcome. Excellent Verbal and written communication skills
  • Superior customer service skills. Experience in remote troubleshooting in a technical environment. Proven analytical and problem solving skills
  • Overall understanding of contribution of role into organizational priorities (Operational Excellence, Diagnosis accuracy, RER, TCE….), able to correlate day to day activity into those organizational priorities
  • Works across functions and promotes teamwork and focus on generating E2E activity leading to the right customer solution
  • Masters tech knowledge on GSS products and technologies and has the ability to transmit that knowledge to our customers. Constant development of tech skills (on work, on training and at customer site)
11

Care Center Indigo Remote Support Engineer Resume Examples & Samples

  • R emotely resolve hardware and software application problems for customers
  • You’ll play a role on consultancy with our customers on parts info, and specs of the product
  • A set of customers are assigned as your primary accounts, you build an ecosystem with customer and primary field engineer, which should speed up break and fix issues, consultancy inquiries and will focus on optimization of presses by supporting customer on educational programs and maintenance routines
  • You will plan, agree and schedule on site customer visits, to further enhance customer relationship
  • Fluency in either Spanish or Italian and strong English language skills. Other languages (out of Ger, En, Du, Fr). are welcome
  • Bachelor degree in electronic subjects (Electrical, Electronic engineering)
  • Willing to develop career in a customer support role in a Field Service position
  • Overall understanding of contribution of role into organizational priorities (Operational Excellence, Diagnosis accuracy, RER, TCE.) able to correlate day to day activity into those organizational priorities
12

IT Remote Support Engineer Resume Examples & Samples

  • 1st Line Support Background, ideally experience of remote support
  • Experience with desktop and laptop support
  • Experienced in using Microsoft Office Applications and supporting Office 365
  • Active Directory administration (Users and Computers)
  • Experience in Windows XP to Windows 10 as well as MS Exchange
  • Hardware support for desktops, laptops, tablets, smart phones and printers
  • Experience of managing small projects
  • Consistent provider of excellent customer service
  • Ability to communicate clearly and effectively at all levels
  • Ability to liaise effectively with other support teams and 3rd parties to bring about solutions to problems collaboratively
  • Proactive individual who can identify areas where service improvements can be made and suggest ways in which systems can be improved
  • Ability to explain technical problems in a simple way
  • A team player who enjoys sharing knowledge with colleagues
  • Ability to produce high quality written documentation
  • Ability to prioritise tasks
  • Effective problem resolution skills
  • A good understanding of Network support including wireless technologies
  • MCP / MSCA Certified
  • Experience of smart phone setup and/or tablets (Apple IOS or similar)
13

Remote Senior Cisco Collaboration Technical Support Engineer Resume Examples & Samples

  • This position can be worked remotely in the US or Canada
  • Provide Tier 3 escalation support for clients requiring expert troubleshooting on various technical matters involving hardware, software, network and connectivity issues
  • Identify, research, analyze, diagnose, resolve and close escalated technical problems in a quality and timely manner
  • Provide comprehensive diagnostic, root cause and troubleshooting support, accurate problem resolution and make findings available for future troubleshooting and analysis
  • Determine the need to deploy field service resources required to deliver client service requests via incident management and dispatch processes through the service desk
  • Escalate irresolvable issues requiring manufacturing or carrier services (Tier 4) support assistance within prescribed service levels and procedures to complete problem resolution
  • Monitor service desk tickets volume, identify trends in problem activity, document findings and make available for future client troubleshooting issues and ensure timely closure of all assigned tickets
  • Utilize service delivery management and related technology systems and tools for efficient execution of service desk activities
  • Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance
  • Continuously expand, research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics
  • Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-set in the products & services that BBOX supports
  • Meet all financial performance objectives for area of responsibility and take corrective action as needed
  • Implement and make recommendations to improve methodologies, core competencies and processes for the service desk to ensure stable and quality product & service delivery consistent with company objectives and client expectations
  • Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution. Proactively identify and remove barriers to meeting client expectations. Provide timely documentation of issues, action plan and outcome. Achieve all client satisfaction objectives and internal and external SLAs
  • Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day service delivery operations and the client experience
  • Foster and contribute toward collaborative working relationships within NACS operations and across all levels and departments of the organization to execute service desk functions and company priorities
  • Achieve performance targets established by leadership for applicable Key Performance Indicators
14

Remote Technical Support Engineer Resume Examples & Samples

  • Should be able to configure and troubleshoot IBM Power servers and Power VM
  • Power System Hardware and AIX
  • Understand and analyze the issue and also provide a solution to customer
  • Good understanding about SAN and attached hosts
15

Care Center Indigo Remote Support Engineer Resume Examples & Samples

  • Mechanical/electrical engineering
  • Graphic business experience. Industry printing
  • Technical writing skills
  • Analytical and troubleshooting methodologies
  • Command of Fluent English and German . Excellent Verbal and written communication skills
16

Care Center Indigo Remote Support Engineer for the UK Market Resume Examples & Samples

  • If the Customer issue cannot be fixed remotely, trigger on site interaction and ensure proper handover to the field engineer
  • Keep customer informed of the status of their case and maximize the Total Customer Experience
  • Reporting and excellent tracking of customers interactions in our systems, updating case notes and systems with all troubleshooting steps performed
  • Native to near native English language skills. Other languages (such as Dutch, Italian, French or Spanish). are welcome
  • Ability to manage customer expectations & communications and to promote virtual tools
  • Ability to solve and document solutions for customers in complex situations. Ability to contribute to technical action plans
  • Team player
  • Masters tech knowledge on products and technologies and has the ability to transmit that knowledge to our customers. Constant development of tech skills (on work, on training and at customer site)
17

Remote Technical Support Engineer Resume Examples & Samples

  • Coordinates multiple projects within a large scale program involving one or more functions driving the engineering development and implementation process for products or service offerings
  • Develops portions of support requirements for assigned project, including budgets, and resource allocation plans, in accordance with provided plan and specifications
  • Coordinates the activities of associated project teams; tracks progress against established plans, reports results, and makes recommendations for alterations or updates to program manager
  • Develops program communications, including creation of status reports and summaries, tracking escalations and resolutions of issues, coordinating stakeholder meetings and updates, and updating project and program plans
  • Leads resources across multiple projects
  • Bachelor's or Master's degree in Business Management, Engineering, Computer Sciences, or equivalent
  • Typically 2-4 years experience
  • Using project planning tools and software packages to create, manage, and track project results
  • Ability to apply analytical and problem solving skills
  • Understanding of organization and company product and service offering development process
  • Knowledge of project and program methodology, resource allocation plans, budgets, and requirements
  • Strong written and verbal communication skills;mastery in English and local language
  • Ability to effectively communicate manufacturing plans, proposals, and results, and negotiate options
18

Remote Operations Support Center Engineer Resume Examples & Samples

  • Responsible for the job execution at the wellsite and coordinates with field crew to ensure functionality of various systems including the remote technology
  • Ensures that all Schlumberger as well as Wireline and Client specific QHSE standards and procedures are adhered
  • Controls quality of our service during all phases of the remote operations and ensures that products of highest quality are delivered to the client
  • Performs all reporting and administrative duties concerning the remote operations, accurately and in a timely manner
  • Responsible for the follow-up of deficiency related cases to ensure that problems are addressed
  • Provides continuous improvement feedback to Wireline Remote Operations guidelines
  • Maintains good communication with the job Field Service Manager and Field Crew to ensure good service quality
  • Actively supports the competency assessment of the field crew present on the job when required
  • Keeps the client informed of the operations if no supervisor is present
  • Supervises directly the crew at the wellsite if no supervisor is present
  • Ensures that the status of the equipment used for Remote Operations are up-to-date
  • Actively assist the field crew to troubleshoot connectivity issues by redirecting to the correct department (Simple Help or Wellsite Connectivity)To ensure that supplies are available at the wellsite to perform the operation
  • Minimum 5+ years experience comprehensive field experience as a Wireline Field Engineer with exposure to Open hole, Cased hole and Slickline
  • Experience managing operations remotely preferred
  • Knowledge of Schlumberger Wireline technology and completed fixed step preferred
  • Candidates must be able to legally work and reside in the US, without sponsorship
19

Remote Support Level, Engineer Resume Examples & Samples

  • Listening carefully to the customer to gain an accurate understanding of the situation
  • Being empathetic to the situation and having a sense of urgency to resolve the issue
  • Producing accurate and detailed documentation at the client, problem and incident level
  • Resolving conflict related to customer satisfaction with the organization or situation
  • MCSA/MCSE Windows Server 2003 or above
  • Citrix CCA
  • CCNA with Specialization (Security, Voice, Wireless)
  • Apple Certified System Administrator (ACSA)
  • SonicWALL: CSSA
20

Indigo Remote Support Engineer Resume Examples & Samples

  • Trigger an onsite interaction (parts and/or FSE dispatch) in case the issue cannot be fixed remotely. Right diagnosis and parts identification are key to ensure proper handover to the Field Services Engineer
  • Keep customer informedof the status of their case, elevating their issue as needed within the Care Center, and manage the interactions with customers to maximize the Total Customer Experience (TCE). Elevated cases require follow up of RSE to case closure
  • Technology provides information to the RSE about customer presses, we can predict potential press failures, the RSE will provide proactive consultancy and education to customers to prevent failures. RSE will plan, and schedule calls to customers under our Preventive support program
  • Main Metrics to measure Remote Support Engineer contribution are: Customer Satisfaction, Diagnostic Accuracy, Remote Resolution Rate, and Efficiency
  • Command of English(additional languages being a plus). Excellent verbal and written communication skills to interact with customers
  • Strong analytical and remote troubleshooting skills: solid diagnosis skills with ability to remotely collect and manage information and translate customer faced symptoms into a product issue
  • Ability to work under pressure, understanding customer needs and setting the right priorities for each case
  • Teamwork skillsto collaborate with other members of the organization on the resolution of customer issues
  • Strong technical background with technical degree in Science/Engineering – preferably Mechanical, Industrial or Electrical Engineering – or equivalent
  • Excellent verbal and written communication skills to interact with customers
  • Experience in a customer facing role (onsite support, remote support or similar) will be valued
  • Experience in Graphics Arts products and related technologies will be valued
21

Indigo Care Center Remote Support Engineer Resume Examples & Samples

  • Document case history and interactions with customer in HP’s Customer Relationship Mgmt. SW (CRM)to ensure proper handover to field, product/case history tracking and reporting. (Issue, Customer Inputs, Data Gathered, Troubleshooting performed, Diagnostic, Parts Dispatched, Contacts / Follow ups with customer, etc.). Prepare FSE prior to the visit, updating case notes and systems with all troubleshooting steps performed
  • Main Metrics to measure Remote Support Engineer contribution are: Customer Satisfaction, Diagnostic Accuracy, Remote Resolution Rate, and Efficiency
  • Command of English(additional languages being a plus). Excellent verbal and written communication skills to interact with customers
  • Strong analytical and remote troubleshooting skills: solid diagnosis skills with ability to remotely collect and manage information and translate customer faced symptoms into a product issue
  • Problem solving skills to define action plans to get issues resolved. Proficiency in translating analysis into strategies and actionable plans
  • Proficiency in computer applications
  • Strong technical background with technical degree in Science/Engineering – preferably Mechanical, Industrial or Electrical Engineering – or equivalent
  • Excellent verbal and written communication skills to interact with customers
  • Experience in a customer facing role (onsite support, remote support or similar) will be valued
  • Experience in Graphics Arts products and related technologies will be valued
22

Remote Technical Support Engineer Resume Examples & Samples

  • Be responsible for interfacing with existing or potential customers, sales and/or service representatives and partners to handle a variety of general information, pre-sales or post-sales enquiries
  • Provide timely and effective remote pre and post sales technical support, solving technical problems of varied scope and complexity
  • Leverage post sales interactions with customers to probe and qualify further revenue opportunities
  • University degree or equivalent in Electronic Engineering or Communications Engineering
  • Solid understanding of T&M fundamentals, with experience working in T&M related businesses, a key advantage
  • Basic programming skills applied in a T&M environment using programming languages such as VEE, LabView, MATLAB ® and Visual Basic
  • Basic understanding of RF/MW fundamentals with practical experience using RF/MW test equipment
  • Strong organisational skills, ability to multi-task, prioritise and work well under pressure
  • Strong English written and oral communication essential
  • Full clean UK driving license, a key advantage
23

Technology Remote Support Engineer Resume Examples & Samples

  • The functions listed describe the business purpose of this job or position. Specific duties or tasks may vary and be documented separately. An associate might or might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity
  • Associates are held accountable for successful job performance. Job performance standards may be documented separately, and may include functions, objectives, duties or tasks not specifically listed herein
  • In performing functions, duties or tasks, associates are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations. Associates are required to notify superiors upon becoming aware of unsafe working conditions
  • All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable company policies and procedures. In the event of uncertainty or lack of knowledge of company policies and procedures, associates are required to request clarification or explanations from superiors or authorized company representatives
  • Support Securitas’ Surveillance Systems – this includes configuring, trouble-shooting and remotely maintaining
  • Provide hands-on support for computer room IT equipment to include servers, switches, routers and vendor CPE equipment
  • Provide desktop support for support center personnel
  • Execute Help Desk tickets in support of all requirements for the Support Center and remote surveillance installations
  • Learn all surveillance center backbone applications and obtain certifications to be able to interface with vendors, configure new systems, trouble-shoot issues and to provide applications support
  • Monitor WAN links (MPLS, Internet, Voice, etc…) and associated hardware
  • Interface with communication’s service providers/equipment vendors to report trouble and to trouble-shoot problems and ensure WAN is performing optimally
  • Maintain up-to-date firmware/software/maintenance releases
  • Provide 24/7 on call availability
  • Interface with voice, telecommunications and network personnel in support of hardware, services, and vendors as needed
  • Prepare, monitor, and manage projects and project plans and provide training where required
  • Support special projects, as needed
  • Bachelor’s Degree and 1-2 years related experience, or an equivalent combination of education and experience sufficient to perform the essential function of the job, as determined by the company
  • Experience supporting and trouble-shooting a Windows environment and workstations
  • Experience with voice and data telecommunications services and providers
  • A general understanding of IP addressing
  • Ability to write technical documentation
  • Ability to organize and perform job duties within a constantly changing environment
  • Ability to interact with and oversee vendors
  • Ability to manage projects and resources to satisfactory completion
  • Experience with Video Surveillance Systems (Mileston, Avigilon, MAS, IMMIX, AXIS, AgentVi, SurGard, Vunetrix/PRTG) a plus
  • Experience with Cisco networking equipment (routers and switches) a plus
  • A+, MCP, CCNA, CCSA a plus
  • Ability to analyze data and services and make appropriate recommendations to improve service/reduce cost
  • Ability to effectively troubleshoot and accurately resolve problems
  • General knowledge in Microsoft Office Programs including, but not limited to: MS Word, MS Excel, MS Outlook
  • Operational knowledge of basic office equipment including telephones, fax machines, printers, and copiers
  • Familiarity with standard office procedures and practices
  • Excellent planning, organization and time management skills
  • Ability to carry out multiple assignments concurrently
  • Skill in clear and concise oral and written communication
  • Outstanding interpersonal skills
  • Strong customer service and results orientation
  • Ability to interact effectively at all levels and across diverse cultures
  • Ability to be an effective team member and handle project assignments responsibly
  • Ability to interpret a variety of instructions furnished in written, oral, diagrammatic, or schedule form
  • A willingness to learn is essential as the position adapts to changes in the organization
  • Must undergo and meet company standards for background and reference checks, controlled substance testing, and behavioral selection survey
  • Handling and being exposed to sensitive and confidential information
  • Required ability to handle multiple tasks concurrently
  • Regular talking and hearing
  • Frequent sitting, standing and walking, any of which may be required for long periods of time, and may involve climbing stairs and walking up inclines
  • Frequent lifting and/or moving up to 20 pounds and occasional lifting and/or moving of 50 pounds or more
  • Must be able to work a flexible schedule and additional hours
  • EOE/M/F/D/V
24

Remote Technical Support Engineer Resume Examples & Samples

  • Wireless Controllers
  • Expert level of understanding of RF transmissions & antenna behaviour Advanced knowledge on WLAN Security in the areas of authentication, encryption, RADIUS, AAA authentication, EAP, PSK, etc. Solid exposure and working experience with 802.11a/b/g/i standards and knowledge of 802.11n
  • Advanced skills and hands on experience on protocol analyser’s tools such as Wireshark, Ethereal.  Strong wireless network performance modelling and benchmarking skills  Solid understanding of TCP/IP, IGMP, and Routing (Layer 2 & 3 communication)  The following Certifications would be a plus: CWNA, CWSP, CWNE
  • Strong ability to analyse and solve complex problems using analytical and creative problem solving skills for design, creation and testing of networks
  • Ability to convey a strong presence, professional image, and deal confidently with highly complex technical problems
25

Indigo Remote Support Engineer Resume Examples & Samples

  • Successfully resolve more difficult technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems
  • Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission- critical)
  • Proactively assist customers to avoid or reduce problem occurrence
  • May act as a mentor and may provide some lead support to other non-exempt employees
  • High school education or equivalent; some college level education Preferred. Typically requires a minimum of 5+ years general experience, or equivalent combination of experience and college level education
  • Superior communication skills both written and verbal
  • Experience in customer facing role, remote support, telephone support, resolve problems sufficiently through verbal description via telephone or e-support
  • Can confidently diagnose problems to hardware FRU level
  • Has ability to train team members regarding existing and new technologies (NPI) in all relevant product lines Collaborates closely with CC on resolving issues and helps reproduce issues in lab environment
  • Knowledge, experience and updating Knowledge Management systems
26

Graduate Care Center Remote Support Engineer Resume Examples & Samples

  • Provide expert support to remotely resolve hardware and/or software issue for customers, including product calibrations, adjustments, and SW upgrades
  • Trigger an onsite interaction (parts and/or FSE dispatch) in case the issue cannot be fixed remotely. Right diagnosis and parts identification are key to ensure proper handover to the Field Services Engineer
  • Keep customer informedof the status of their case, elevating their issue as needed within the Care Center, and manage the interactions with customers to maximize the Total Customer Experience (TCE). Elevated cases require follow up of RSE to case closure
  • Contribute to maintain the Knowledge Mgmt. System (KMS)sharing the knowledge with the rest of the organization
  • Assist customers on subjects such as product features, specifications, parts info and compatibility, maintenance routines, educational programs and technical aspects in general, based on customer entitlement
  • The RSE has a duty is to build ecosystem with customers and primary field engineers, generating customer relationship/intimacy, which should speed up break and fix issues, consultancy inquiries and will focus on optimization of presses by supporting customer on preventive and maintenance routines. RSE will plan, agree and schedule on site customer visits, to further enhance customer relationship
  • Technology provides information to the RSE about customer presses, we can predict potential press failures, the RSE will provide proactive consultancy and education to customers to prevent failures. RSE will plan, and schedule calls to customers under our Preventive support program
  • Command of English plus at least one additional language out of French, German, Italian or Spanish (additional languages being a plus). Excellent verbal and written communication skills to interact with customers
  • Strong analytical and remote troubleshooting skills: solid diagnosis skills with ability to remotely collect and manage information and translate customer faced symptoms into a product issue.P
  • Technical writing skills to document cases in CRM and KMS
  • Customer service orientation: Listens to customers and recognizes their needs working towards a superior customer experience
  • Ability to work under pressure, understanding customer needs and setting the right priorities for each case
  • Teamwork skillsto collaborate with other members of the organization on the resolution of customer issues
  • Proficiency incomputerapplications
  • Strong technical background with Bachelor’s degree in Science/Engineering – preferably Mechanical, Industrial or Electrical Engineering – or equivalent
  • Command of French and English. Excellent Verbal and written communication skills
  • Able to communicate remotely with customers and to promote virtual tools
  • Customer service skills. Experience in remote troubleshooting in a technical environment. Analytical and problem solving skills. Ability to solve and document solutions for customers in complex situations. Ability to contribute to technical action plans
  • Ability to follow and read electrical / electronic diagrams will be valued
27

Support Engineer Iccs & Remote Monitoring Resume Examples & Samples

  • Integration and interface to global support team
  • Develop changes and fixes for Contact Center and IoEE applications
  • Graduate with Bachelor/Master in computer science, sciences or equivalent qualification
  • 2 years professional experience or more, ideally in a technical support role
  • Basic programming skills
  • Broad technical know how and ability to work with Windows and Linux based systems, knowledge of telephony based systems (e.g. freeswitch, SAP BCM, VoIP)
  • SAP CRM/ERP Knowledge is an advantage
  • Ability to work with Windows and Linux based systems
  • Fluent in English (written and spoken) – must, German is helpful
28

Remote Support Engineer Resume Examples & Samples

  • Provide Remote IT Support to XL Catlin colleagues including but not limited to: Desktops, Laptops, Printers, Telephony, Networks, Remote Access and Core Applications
  • Troubleshoot and repair any hardware/software issues that can’t be resolved by Global Service Desk which includes more complex issues
  • For all XLC sites designated as “Dispatch” sites, schedule, interface, and coordinate with colleague (requiring service) and Dispatch Deskside support technicians when onsite IT support is required
  • Active participation on Continuous Service Improvement Plan and Infrastructure Development demand management process with suggestions fed through to Infrastructure Support Team Lead
  • Ensure that a knowledge base of past issues encountered is consulted and maintained up to date (Service Now Knowledge Management)
  • Communicate with colleagues in a professional and courteous manner at all times, providing technical support in a customer focused way
  • Adhere to defined policies/procedures (i.e., IT Equipment, Security and Compliance, Corporate)
  • Minimum 1-2 years of experience in Desk side or Remote Support related field
  • Strong technical knowledge and working experience with Microsoft Office Suite products, Desktop Clients (physical & virtual), Network and Telephony technologies (desk and soft phone), Mobile Computing, Active Directory Services, Mobile Phones of different vendors, an overall understanding of infrastructure and applications technologies and architecture
  • Ability to work in a fast paced, high pressure work environment
  • Excellent people skills with ability to communicate to all levels of staff effectively
  • Ensure the Colleague Services organization maintains high colleague satisfaction measured through adherence of SLA’s and results of colleague feedback
  • Experience with MDM Solutions (MaaS360)
  • Experience with Cisco IP Phone Systems
  • Fluent English (minimum B2 level, written & spoken) additional languages are an advantage
  • Experience with Apple devices preferred but not mandatory
  • Experience with Service Now preferred but not mandatory
29

Remote Support Engineer Resume Examples & Samples

  • Bachelor’s/Master’s Degree in one of the following majors: Mechanical Engineering, Electrical Engineering, Computer Engineering, Chemical Engineering, Biomedical Engineering, Engineering Technology, Software Engineering, Computer Science/Technology, Information Science/Technology
  • Permanently eligible to work in the United States without sponsorship
  • Willing and able to relocate throughout the United States as required
  • Minimum cumulative GPA of 2.75
  • Previous Rockwell Automation experience
  • Previous relevant experience in an Internship/Co-Op
  • Prior experience utilizing programmable controllers, numerical controls, computers or motor controls and drives in industrial automation control systems is strongly preferred