Senior Remote Support Engineer

Profile 5+ years experience with remote desktop support- the ability to troubleshoot software, hardware, and connectivity issues remotely At least 3+ years utilizing chat functionality to service the customer Experience with MS Office Applications including Outlook, software, hardware, and application support for Windows and MAC issues Experience with providing support for remote employees using multiple form factors: Citrix environments, VDI machines, Avaya/Cisco Telephony Familiarity with security tools and triaging Experience with installation, upgrade, and maintenance of software, hardware, and peripherals Deliverables Utilize remote control tools to manage and enforce compliance with standards Assist in enabling the enforcement of compliance with standards and the appropriate optimization of devices and software Using chat functionality, resolve Incidents and diagnose underlying Problems using remote-control capability and when possible implement corrective actions to Resolve Problems. If a Resolution is not possible, escalate per the escalation procedures. In addition to leveraging knowledge cases for issue resolution, pre-defined scripts will be utilized to remediate issues Update knowledge cases as necessary to ensure knowledge is up to date and represents the most effective way to service the customers incident Profile 5+ years experience with remote desktop support- the ability to troubleshoot software, hardware, and connectivity issues remotely At least 3+ years utilizing chat functionality to service the customer Experience with MS Office Applications including Outlook, software, hardware, and application support for Windows and MAC issues Experience with providing support for remote employees using multiple form factors: Citrix environments, VDI machines, Avaya/Cisco Telephony Familiarity with security tools and triaging Experience with installation, upgrade, and maintenance of software, hardware, and peripherals Deliverables Utilize remote control tools to manage and enforce compliance with standards Assist in enabling the enforcement of compliance with standards and the appropriate optimization of devices and software Using chat functionality, resolve Incidents and diagnose underlying Problems using remote-control capability and when possible implement corrective actions to Resolve Problems. If a Resolution is not possible, escalate per the escalation procedures. In addition to leveraging knowledge cases for issue resolution, pre-defined scripts will be utilized to remediate issues Update knowledge cases as necessary to ensure knowledge is up to date and represents the most effective way to service the customers incident