Remote Management System (RMS) Technical Support Engineer

Remote Management System (RMS) Technical Support Engineer

Help Desk & IT Support (Information & Communication Technology)

• Act as the primary point of contact for customers experiencing technical issues with their devices.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Utilize the RMS system to remotely diagnose and troubleshoot problems reported by customers.
• Provide timely and effective support to resolve customer issues and inquiries.
• Document all customer interactions, troubleshooting steps, and resolutions in the RMS system.
• Collaborate with other team members to escalate complex issues to next level support as needed.
• Manage and monitor Preventative Maintenance activities.
• Generate weekly reports detailing the number of cases resolved, trends in customer inquiries, and any recurring issues for management review.
• Record events and problems and the resolution in system logs
• Follow-up and update customer status and information
• Stay updated on the latest technologies and best practices in remote management systems.
• Other ad-hoc duties and responsibilities as assigned.
• Identify opportunities for process improvements and efficiency gains within the RMS system.

Requirements:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience in a technical support role, preferably within a managed service provider environment.
• Strong understanding of remote management systems and tools, with experience using proprietary RMS systems being highly desirable.
• Excellent troubleshooting skills and the ability to effectively diagnose and resolve technical issues.
• Proficiency in documenting customer interactions and technical procedures.
• Strong communication skills, both verbal and written, with the ability to effectively communicate technical concepts to non-technical stakeholders.
• Ability to work independently and collaboratively in a fast-paced environment.
• Attention to detail and a commitment to delivering high-quality customer service.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.

Registration No.

558263-V

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