Remote Support Tier 2 Service Desk Engineer (copy)

Job Desciption

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.

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

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

If you are passionate about technology and providing excellent customer service, we encourage you to apply for this exciting opportunity to join our team as a Remote Support Tier 2 Service Desk Engineer.