***** Please be aware this role may close prior to end date *****
Technical Remote Specialist I
Job Description: Provides support remotely, (based on a customer/CDS site) for end users and engineers - typically software/system/networking support via remote tools, with basic hardware knowledge to diagnose infrastructure issues; diagnosing & solving customer problems over the phone, via web collaboration. Responds to a service request using remote diagnosis, documentation and/or knowledge databases within agreed timeframes. Will perform suitable information gathering, analytical troubleshooting and problem research. Qualification of hardware cases involves diagnosis and recommendation of parts for the on-site engineer, or for direct shipment to the customer, including replacement of whole units. In all cases where a problem gets too complex, responsible for timely elevation and/or escalation, this can include onsite training for engineers and the Client, on-site attendance to fix and/or review systems and escalation to/collaboration with next line of support, at least includes administration, migrations, updates related to software, system and networking Should continuously utilize on site customer visits and contacts to identify and report new business opportunities (hardware and services) for the benefit of overall business growth.
Skills Levels / Requirements for role
Able to resolve standard 1st level end user queries & technical problems.
Understands call logging system, able to handle basic software/hardware/systems and networking queries, i.e. password resets, is able to do basic software imaging, e.g. LAN desk.
Has basic understanding of Microsoft, Linux, Unix or equivalent packages (software and networking).
Understand SLA’s and response time.
Demonstrates acumen for role responsibilities.
Preferably qualified in post-school in an IT discipline.