Remote Support Spec

Education and Experience Requirements

Bachelor's Degree or equivalent combination of education and experience to successfully perform the essential functions of the job. Degree in Computer Science, Management Information Systems, or technology related field highly preferred. 5 years experience providing expert remote desktop support and basic server, telecommunication and network support required. At least one of the following industry certifications preferred.: Microsoft Technology Associate (MTA), CompTIA A+,

MCTS/MCP Windows 7 or above, CCNA.

Position Purpose:

The Remote Support Specialist acts as technical support for systems supporting Remote Services (Wintel, UNIX, VMware, Storage, backup, print, network and Telecommunication Services).

Job Description

Principle Duties and Responsibilities:

Essential Functions:

1. Provide expert remote desktop support and basic server, telecommunication and network services with particular focus on service delivery, technical excellence and customer satisfaction.
2. Drive to meet or exceed organizational goals for quality, cost per contact, customer satisfaction, first contact resolution and service availability.
3. Participate in engagements that have a strong business & technology focus.
4. Demonstrate strong customer service skills to provide onsite technical support focusing on strong listening skills to gain an accurate understanding of the situation, displaying a sense of urgency to resolve customer issues.
5. Provide expert remote support for desktops, printers, mobile devices, telephones, network devices and server administration.
6. Ensure root cause analysis is performed in accordance with Gulfstream policies and standards.
7. Produce accurate documentation at the client and incident level.
8. Constantly drive for process improvement.

Perform other duties as assigned.

Other Requirements:

1. Basic administrative experience with Windows Server 2008R2 or greater, or Windows Active Directory.
2. Experience supporting Windows desktops Win 7 or greater.
3. Working knowledge of Mac OS, IOS mobile devices and Cisco Call Manager.

A credit history check from a national credit bureau will be conducted for all candidates for this position including new hires and current employees seeking promotion or transfer.