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Technical Support Engineer (Remote) job in West McLean at Tandym Group

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Technical Support Engineer (Remote) at Tandym Group

Technical Support Engineer (Remote)

Tandym Group Work from Home/Remote Contractor
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An education services company in Virginia has a great Remote opportunity awaiting a new Technical Support Engineer.

Responsibilities:

The Technical Support Engineer (Remote) will:
  • Provide customers with remote guidance and expertise to resolve technical problems
  • Act as second tier end user contact and resolution
  • Resolve customer reported issues using Pansophic provided access, tools, and technology
  • Accurately document user information, triage steps and resolutions or escalation notes
  • Manage personal ticket queue to ensure compliance with policies, procedures, and SLA (Service Level Agreement) requirements of all assigned Incidents and Service Requests
  • Follows knowledge base articles as a standard for resolving end user reported issues
  • Work to identify missing or erroneous documentation for processes or knowledge
  • Work with internal and external teams to ensure solutions provided are accurate
  • Assist customers with account setup and application installations
  • Provides escalations as necessary

Qualifications:

  • 2+ years of relevant experience in a Service Desk or Technical Support Organization
  • Strong knowledge of Service Desk Operations, Standard Processes, and Technologies
  • Experience with Microsoft Active Directory or Google Workspace basic administration
  • In-depth knowledge of Windows Desktop OS and Chrome OS
  • Experience in Customer facing roles
  • Experience with Logical Hardware and Software Troubleshooting
  • Great interpersonal skills
  • Excellent communication skills (written and verbal)
  • Strong attention to detail
  • Highly organized

Desired Skills:

  • Bachelor’s Degree in Computer Science, Information Technology, or commensurate experience
  • Experience supporting LMS Systems
  • Experience with Tier 2 teams
  • HDI and/or ITIL Foundations Certification or experience
  • Comprehension of Enterprise best practices for service desks

Recommended Skills

  • Active Directory Group
  • Administration
  • Attention To Detail
  • Chrome Os
  • Communication
  • Coordinating
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Job ID: 281155

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