Remote Support Technician

BMC Networks

The Remote Support Technician is a technical support role at BMC Networks whose primary responsibility is to provide telephone and remote desktop support for our clients. This is a client facing role, interacting with people of all levels in our client's offices. The Remote Support Technician is responsible for tracking and resolving all assigned support requests through effective decision making and problem solving skills.

The Remote Support Technician is part of our Support Services team as a remote support resource that reports to their Support Manager. The Remote Support Technician is expected to present himself/herself in an extremely professional, competent manner, be highly organized, and possess strong communication and interpersonal skills. These services are performed with a high level of technical competency and independence, demonstrating experience and ability in multiple disciplines within IT.

This position is part of an on-call rotation for approximately one week in eight. During the on-call period, the individual is expected to respond to requests from clients and urgent server alerts in a timely manner, according to the defined on-call policy.

This is a salaried position with access to the benefits package.

Required Credentials - Degree or diploma related to information technology - 0-2 years related experience

Essential Tasks - Answering phone calls - Working on tickets in the queue - Troubleshooting issues for clients - Entering and allocating time accurately - Documentation of issues and resolutions - Escalating issues to Systems Support - Collaborating with team - Communicate with vendors on behalf of clients

Skillset

Personal: - Outstanding interpersonal and communication skills in English - Enthusiasm for providing outstanding customer service - Strong decision making and problem solving skills - Presents himself/herself in a highly professional, competent manner - Ability to work calmly under pressure, multitask and prioritize - Ability to work independently and within a team environment - Highly organized, detail oriented and self-motivating - Patience to solve technical problems with end users of varying technical aptitudes

Technical:

Essential:

  • Microsoft Windows Desktop Operating Systems
  • Microsoft Windows Server
  • Microsoft Exchange
  • Microsoft Remote Desktop Services
  • Microsoft Active Directory

Suggested:

  • Sonicwall Firewalls
  • VMware vSphere
  • Citrix XenApp
  • Labtech, or other RMM (Remote Monitoring and Management) system
  • Connectwise, or other PSA (Professional Services Automation) system

Key Expectations 1. Learn and follow all of BMC SOPs and escalation procedures, including: 1. Entering time and keeping tickets and schedule up to date. 2. Maintaining client documentation 3. Following change and incident management procedures 4. Adherence to SLAs

  1. Work with customers over the phone in a professional and courteous manner
  2. Gain a firm understanding of the common LOB applications in use at BMC clients
  3. Gain experience in all areas of IT relevant to BMC clients
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