Tier I Entry Level Helpdesk Support Remote / Telecommute Jobs

Remote, USA Full-time Posted 2025-02-22

Provides advanced technical advice and guidance on installation, adaptation, configuration or enhancement of Company technical products, programs.
Performs Tier III problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems.
Possesses a wide range of in depth skills and knowledge in computer hardware and software as well as networking systems in use at customer sites.
Provides expertise for the resolution of technical problems, troubleshoots products and modifies products to customer requirements.
Provides expert and second tier technical support for the installation and repair of complex systems and outages.
Reviews system and configurations to ensure successful implementation of services into production.
Maintains system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time To Repair.
Partners with developers and engineers to reduce reoccurring incidents.
Provides consultative assistance during off hours as needed.
Assist in developing continuous process improvement for support tools, troubleshooting techniques.
Collaborate and assist R&D in the testing and optimization of product support techniques and tools.
Determine severity and complexity of a reported issue and if necessary escalate to the appropriate specialist.
Determine severity and complexity of a reported issue and escalate to the appropriate specialist.
Provides training to customers