Senior Remote Support Engineer

MasterIT LLC

Job Description

To Resolve and Communicate client issues to the highest degree possible. To own an issue from start to finish, ensure complete client satisfaction and to see that the entire process is documented in such a way other Engineers can understand.

Accountable Outcomes

  • Taking ownership of any ticket or project task assigned to you and seeing it through completion for all inbound/outbound calls
  • Must be able to demonstrate ability to troubleshoot and resolve networking issues including but not limited to DHCP, TCP/IP, DNS, server issues, backup, desktop issues, spyware, and viruses
  • Must have solid understanding of Windows 2008/2012 Server, Active Directory and Group Policy
  • Must have solid network troubleshooting skills and be able to find and remedy root causes quickly
  • Create and work support desk tickets to final resolution
  • Provide first-level contact and problem resolution for all users with hardware, software and applications issues
  • Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases
  • Maintain certifications in the IT industry, i.e., SonicWall, MCSE, VMWare and others
  • Review and update Support Desk documentation as assigned
  • MAC experience a plus

Personal Competencies

  • Integrity/honesty
  • Excellent verbal/written communication skills
  • Organization and planning
  • Calm under pressure
  • Aggressive
  • Demonstrated ability to manage multiple priorities and follow through on tickets to completion
  • Shows initiative and acts independently to resolve problems

Intellectual Competencies

  • Demonstrated ability to effectively communicate by phone or in person
  • Demonstrated ability to achieve successful outcomes in handling difficult situations and customers in a professional manner
  • Knowledge of information technology and company products and services
  • Demonstrated network analytical and troubleshooting skills
  • Attention to detail

Company Description masterIT is a rapidly growing, Memphis-based Technology Solutions company that has been consistently ranked as a top global Managed Service Provider by the third-party organization MSPmentor for the last 7 years in a row.

Comprehensive Health and optional Dental/Vision coverage
Paid holidays
Paid certification and training opportunities

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