Duties and Responsibilities:

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.

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