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

An education services company in Virginia has a great Remote opportunity awaiting a new Technical Support Engineer.

Responsibilities:

• 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