Remote Support Tier 2 Service Desk Engineer (copy)

Dial a Nerd

5d•Remote

About The Position

Dial a Nerd is looking for a Remote Support Tier 2 Service Desk Engineer to join our growing team. The ideal candidate will have a passion for technology and providing excellent customer service. As a Remote Support Engineer, you will be responsible for providing technical support to our customers, resolving issues over the phone, email, and/or remote support tools.

Requirements

3+ years of experience in a technical support role
Excellent communication skills, both written and verbal
Strong analytical and problem-solving skills
Experience with Microsoft Office applications, Windows and Mac operating systems, and network connectivity
Familiarity with CRM and RMM tools is a plus
Knowledge of LAN basics, IP address, and gateway configuration
Basic knowledge of Acronis backup and recovery software
Understanding of 2.4GHz vs 5GHz wireless LAN configurations, channels, and security protocols
Familiarity with Active Directory user creation and password management
Ability to multitask and prioritize in a fast-paced environment
A willingness to learn and expand technical knowledge

Responsibilities

Responding to customer support requests via email, phone or tickets within SLA
Troubleshooting technical issues with Windows and Mac operating systems and Microsoft Office applications
Setting up and configuring desktops, laptops, and printers
Configuring and troubleshooting network connectivity issues (LAN, WAN, Wi-Fi)
Configuring and troubleshooting Anti-Virus software
Assisting with data backups and recovery processes
Managing Active Directory users and their passwords
Assisting with Microsoft 365 Tenant Setup and enabling MFA
Creating and maintaining job tickets in our CRM system
Providing professional and courteous service to customers at all times
Working collaboratively with the team to resolve customer issues