Remote Field Technician - North Carolina

Customer Support Specialist

Provide excellent customer service to partners when working with users on site at remote locations and through phone support. Strong troubleshooting and analytical skills required to resolve complex issues. Develop and maintain accurate site documentation for sites that are in your assigned region. Excellent communication skills with other team members, providing technical assistance when necessary. Use of management tools for but not limited to Windows Servers and Services as well as Citrix management tools in order to solve problems and handle requests. Located in Coastal North Carolina and the Raleigh Durham area.

Key Responsibilities:

1. Independence on assigned tasks showing the technical and organizational proficiency to carry out task

2. Maintain proper documentation for assigned sites

3. Making contributions to the team for everyone's use to better serve our customers

4. Operate as a level of escalation between the traditional telephone helpdesk and the Engineers

5. Ability to pick up and learn new tasks and tools

6. Ability to listen and explain solutions to non-technical users in a concise manner

7. Work with corporate partner to make sure all work is complete when dispatched to any remote facility

8. Customer satisfaction with focus on first call resolution when working with users over the phone. "Can-do" attitude.

9. Customer satisfaction when working with partners in person and on site (in-service)

10. Ability to manage a heavy case load and respond to customer's request in a timely fashion

11. Perform on-site and remote analysis, diagnosis, and resolution of end-users problems

12. Follow set procedures for logging, reporting, and tracking of issues through ticket management system

Knowledge, Skills, Abilities:

Understanding of foundational concepts and systems relevant to the role:

Operating systems: Windows, macOS, Linux fundamentals

Networking basics: TCP/IP, DNS, DHCP, VPN, firewalls

Cloud platforms: Microsoft 365, Google Workspace, Azure, AWS

Remote support tools: TeamViewer, AnyDesk, RDP, Zoom

Cybersecurity principles: authentication, encryption, malware prevention

IT service management frameworks: ITIL, incident and change management

Hardware components: laptops, desktops, mobile devices, peripherals

Troubleshooting and diagnostics for hardware/software issues

Remote desktop support and screen sharing assistance

User account management (Active Directory, Microsoft 365)

Software installation, configuration, and patching

Technical documentation and knowledge base creation

Time management and prioritization in a remote setting

Clear and empathetic communication with non-technical users

Collaboration across distributed teams using tools like Slack or Microsoft Teams

Ability to work independently with minimal supervision

Ability to adapt quickly to new technologies and environments

Ability to remain calm and focused under pressure

Ability to explain complex technical concepts in simple terms

Ability to multitask and manage multiple support tickets simultaneously

Ability to maintain confidentiality and handle sensitive data responsibly

Ability to identify recurring issues and propose long-term solutions

Ability to contribute to a positive team culture remotely

Ability to search and filter MSExcel reports.

Minimum Education Required:

High School Diploma and or College degree in Information Technology

Minimum Experience Required:

Two to five years experience supporting end user devices, PC's, tablet PC, Thin Client devices, printers, faxes in a Windows and Citrix environment.

Minimum Licensure/Certification Required:

A+ Certification, MCDST

Additional Qualifications: (Preferred qualifications)

MSExcel

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