Essential Duties and Responsibilities:
The Remote Operations Center Technician will have knowledge and experience in hardware/software concepts, tools, and support best practices. This knowledge and experience will be used to support various software products, including but not limited to Microsoft Windows, Apple OS X, Microsoft Office, Anti-Virus and Anti-Spyware products and various client-specific software.
The Remote Operations Center Technician will be responsible for participating in an integrated team of service delivery professionals. This team may consist of other Remote Operations Center Technicians, system and network engineers, and IT Managers. Working within this team approach is critical to the success of this position and communication between and across teams is critical to providing the client with a superior service.
The following duties and responsibilities are essential for this position:
Respond to client support issues via phone and e-mail
Superior communication skills and have the ability to effectively explain technical concepts to clients so they can understand easily.
Create procedures that document best practices when working with particular software tools or troubleshooting problems.
Determine escalation points for specific problems and follow instructions for alerting and escalating team members about client issues.
Analyze client reports and determine if any actions need to be taken