Remote Support Engineer II (Monday-Friday 1100-2000)

Remote Support Atlanta or Augusta, Georgia Bethesda, Maryland Dallas, Texas Scarborough, Maine Stamford, Connecticut Tampa Bay, Florida West Palm Beach, Florida


Description

WE’VE GOT THE POWER. IT’S OUR PEOPLE.
Do you have a passion for learning about new and emerging technologies? Join our growing team!


About Coretelligent
www.coretelligent.com


We recognize that our team members are the core of our company. It is why they stay with us for so long, and it's also what attracts new clients to come aboard.

Coretelligent is a leading provider of comprehensive managed and co-managed IT support, cybersecurity, and cloud services. Our team of world-class experts provides top-tier organizations with the services they need to thrive in today's digital economy. We're proud to be one of the most awarded IT service providers in the nation. Providing complete IT support 24/7/365 days a year, our innovative proprietary technology solutions and a full suite of security services ensure exceptional business performance, data protection and security for our clients' most sensitive information assets.

Founded in 2006, the company has offices in Massachusetts, Maine, New York, Connecticut, Georgia, and California, with expanded support locations in Dallas, Los Angeles, Philadelphia, Tampa, Washington, DC, and West Palm Beach.

We want every team member to know that they are appreciated and valued. That's why we provide competitive compensation and benefits, as well as medical and dental coverage on day 1, employer-paid short- and long-term disability, plus a 401(k)-matching program.

Coretelligent Culture:

 

We take Coretelligent culture very seriously! As a company we are constantly thinking of ways to give back to our valued employees through company engagement. We offer a competitive salary, amazing benefits, a great PTO package, a healthy work life balance and plenty of opportunities to grow your career from within!  

 

Benefits

  • Blue Cross Blue Shield Health Insurance
  • Dental insurance
  • Flexible Spending Account – Healthcare & Dependent Care
  • 401K with company match
  • Paid Holidays
  • 3 weeks’ Vacation

Perks

  • Your birthday off
  • Remote Work Force
  • Monthly Team Lunches
  • Quarterly Company Events
  • Monthly “Themed T-Shirt” Days

 

REMOTE SUPPORT ENGINEER II

 

About the Team:

Charged with the support of end user-initiated requests, the RST Support team handles inbound and schedule work for end users of all skill levels. Providing break-fix and end user educational support for Workstations, Office & GSuite, Standard and Line of Business Applications, Peripherals and Hardware, Connectivity, Stability, as well as accessories such as Printers, Hotspots, Mobiles, Tablets, and Phones.

 

About the Position:

The Engineer II Level resource will be able to design, build, and support a multi-site client from ground up in three standard 8 hour business days.  This design would accommodate 50 to 100 users, active directory, exchange mail server, remote access, network printing, network shares, inter-site routing and replication, and internet connectivity.

 

Responsibilities:

  • Receives and responds to internal incident escalation, to provide consultation on next steps or further assistance to the user
  • Receives and responds to inbound incident request from Clients, and Internal & External users
  • Performs routine tasks to maintain computer equipment and their peripherals
  • Provides regular and timely updates to all parties (internal and external) on incident statuses
  • Maintains detailed documentation, notes, and steps pending or completed on all support tickets
  • Reforms triaging and troubleshooting of incident volume to resolve incidents
  • Familiar with standard concepts, practices, and procedures within a support environment
  • Relies on experience and judgment to plan and accomplish goals
  • Performs a variety of technical tasks to complete requested work or remediate incidents
  • Works under general supervision
  • May lead or direct work of others
  • A wide degree of creativity and latitude in remediating incidents and problems is expected
  • Assists in creating materials for end-user frequently asked questions (FAQs) and procedural knowledgebase articles.
  • Provides assistance to Tier 3 staff with problem research and documentation.
  • Provides assistance and spot training for Technician and Engineer I team as needed.

 

Requirements:

  • Must be able to sit for prolonged periods of time in front of a computer. Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 25 lbs. unassisted), bending, standing, climbing or walking. 
  • Outstanding communication at all levels within an organization, both written and verbal
  • Detail oriented, highly organized with the ability to effectively document critical information and processes
  • Follow and adhere to defined processes and procedures
  • Proficient in Microsoft Office Applications (Outlook, Word, Excel, PowerPoint, Etc.)
  • Valid driver's license and reliable personal vehicle
  • Ability to multi-task, prioritize, and manage time effectively in a highly dynamic environment
  • Excellent interpersonal skills and professional demeanor
  • Excellent customer service skills

 

Desired Experience:

  • 5 or more years of experience as a Support Engineer or a PC Admin in a call center environment

 

 


The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.