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Remote Engineer

Location

Memphis, TN

Job Type

Full-time

Job Description

Position:

Remote Engineering Team Member

Mission/Purpose:

To Resolve and Communicate client issues to the highest degree possible. To own an issue from start to finish and to see that the entire process is documented in such a way other Engineers can understand.

Accountable Outcomes

  • Taking ownership of any ticket or project task assigned to you and seeing it through completion for all inbound/outbound calls
  • Must be able to demonstrate ability to troubleshoot and resolve networking issues including but not limited to DHCP, TCP/IP, DNS, server issues, desktop issues, spyware, and viruses
  • Must have solid understanding of basic Microsoft Applications including but not limited to Word, Excel, Outlook, PowerPoint, Access (versions 2010 and 2013)
  • Create and work support desk tickets to final resolution
    Working with Remote Operating Center when required or when tickets need escalation
  • Perform post-resolution follow-ups to Support Desk tickets
  • Provide first-level contact and problem resolution for all users with hardware, software and applications issues
  • Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases
  • Maintain certifications in the IT industry, i.e., SonicWall, MCSE, and others
  • Review and update Support Desk documentation as assigned

Personal Competencies

  • Integrity/honesty
  • Organization and planning
  • Calm under pressure
  • Aggressive
  • Demonstrated ability to manage multiple priorities and follow through on projects to completion
  • Shows initiative and acts independently to resolve problems

Intellectual Competencies

  • Demonstrated ability to effectively communicate by phone or in person
  • Demonstrated ability to achieve successful outcomes in handling difficult situations and customers in a professional manner
  • Knowledge of information technology and company products and services
  • Demonstrated analytical and troubleshooting skills
  • Attention to detail

Who we are

masterIT serves mid-south organizations with 20-500 employees. We help them leverage technology to be their market leaders.

If you're ready for a better IT outcome, contact us to start a conversation.

Contact Us

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Corporate Headquarters

57 Germantown Court, Suite 201

Memphis, TN 38018

901.377.7891 | info@master-it.com

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