Overview


Título del trabajo: Remote Support Specialist

Compañía: Emerson

Descripción de funciones: **BASIC RESPONSIBILITIES** – Which includes but not limited to, Software Installation, Configuration, Account configuration, Operating System configuration.
– Ensures a timely resolution and/or escalation to non-resolvable issues to higher-level teams
– Issues and Requests not part of standard guidelines is expected to be researched and information gathered is shared among team members.
– Utilize Remote Connection Tools to Resolve Issues and Fulfill Requests
– Follow Standard Procedures for Proper Escalation of Unresolved Issues to the Appropriate teams
– Document Solution and Communication with the customer in a Standard Ticketing System
– Contribute Knowledge Articles and Propose Possible training opportunities
– Research, Test and Document Solutions for Standard or Non-Standard Software, Business Applications or hardware questions, issues, problems, and failures
**Education**
BS Computer Engineering/ Information Technology or Relevant Work Experience
**QUALIFICATIONS**
– +3 to 4 years’ experience as an IT Subject Matter Expert, Local Desk Side Support or Service Desk Analyst
– Experience in providing Remote Desk Side Support
– Demonstrated intermediate knowledge and experience of the following platform/technology:
– Windows Operating System (Microsoft Active Directory)
– MS Office Products
– Service Now
– Oracle Applications
– JDE
– ITIL v4 Foundation
– Good written and oral communication skills
– Experience in Global Support
– Customer Service Oriented
– Teamwork & Collaboration
– Process Orientation
– Critical Analysis
– Professional Interpersonal Skills
– Perform multiple tasks in a timely manner
**EXPERIENCE /SKILLS**
– Knowledgeable in supporting and troubleshooting of Microsoft Windows Operating Systems (7 to latest)
– Knowledgeable in supporting and troubleshooting of laptop/desktop computer
– Knowledgeable in supporting and troubleshooting of Microsoft Office Suite (e.g., Outlook, Word, Excel, etc. )
– Knowledgeable in supporting, troubleshooting, and configuring internet browsers (e.g., Internet Explorer, Chrome, etc. )
– Knowledge in troubleshooting Network Connectivity and VPN related issue
– Knowledge in creating and deploying Ivanti LanDesk packages a plus
– Ability to assess and respond to urgent issues in a competent manner
– Demonstrates desire towards learning new technologies and maintaining industry standards
– Good customer service skills
– Ability to identify, analyze and resolve common technical issues, questions, and problems.
– Good organizational skills with the ability to prioritize multiple tasks
– Highly motivated and the ability to work with mínimal supervision
– Strong analytical skills with the ability to collaborate and solve problems
– Establishes and maintains positive and effective work relationships with co-workers, clients, and members

Ubicación: San José

Fecha del trabajo: Thu, 08 Feb 2024 23:56:36 GMT