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Remote Support Engineer Resume Samples
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0-5 years of experience
Worked with a team that remotely supports thousands of users at hundreds of small companies, healthcare facilities, and not-for-profit organizations, with heterogeneous environments.
- Troubleshooted Windows servers, Exchange servers, Citrix Servers, BES servers, Sonicwall routers, network connectivity issues (Active Directory, DHCP, DNS, VPN, RDP/Citrix, Wi-Fi/Ethernet, Outlook/Exchange), desktop hardware, printers, Blackberries, iPhone/android smartphones (mainly Activesync), malware/virus infections, sundry proprietary industry-specific applications.
- Created Active Directory, Exchange, and BES users.
- Educated end-users on how to use applications.
- Learned new skills and applications as necessary.
- Implemented various Powershell scripts to improve efficiency.
- Completed 60% more tickets than the average tech.
0-5 years of experience
Received and addressed network calls from internal and external customers, identifying client concerns, formulating solution strategies, and working with the client to ensure issues were resolved.
- Troubleshot client issues and escalated tickets if needed or placed a service call if the matter was identified as a hardware concern; followed-up with clients to ensure satisfaction with action taken.
- Managed documented work logs on average of 35-40 a day, followed up for resolution of solution offered at point of incoming call. Escalate call to the Technology team if 1st level solution did not resolve issue.
- Meet CSMS target of 75% logs closed within 5 days of the initial opened call. On an average, 25% of open logs were closed within the first 2 days.
0-5 years of experience
Responsibilities included remote website/phone support for the premium members of America Online (AOL) to troubleshoot errors using established company processes and tools.
- Assisted in promoting and implementing revenue-generating programs for AOL.
- Authored and maintained documentation/specifications, including technical guides and troubleshooting information.
- Achieved extremely high level of customer satisfaction through timely mitigation and resolution of issues.
0-5 years of experience
Remote support of PBX fault management, diagnostic, resolutions, maintenance and change orders
- Provided first level remote support on Nortel (Option 11 – 81c) and NEC (2000 – 2400) PBX Switches (via Verizon Network Operation Center)
- Answered incoming calls from technicians to input alarm ignores for various customer sites.
- Monitored major and minor alarms from Iris Monitoring System.
- Reset Meridian Mail passwords.
- Created and assigned tickets to technicians for service issues from Iris Monitoring System.
0-5 years of experience
- Managed support for multiple Fortune 500 clients as single point of contact for remote Tier 2/Tier 3 support for Avaya VOIP and PBX telephony systems
- Performed troubleshooting, problem resolution, vendor engagement, and telephony system administration and preventative maintenance
- Coached and mentored new hires
0-5 years of experience
- Performed remote installations, upgrades, and repairs using phone, online chat, and remote desktop software
- Diagnosed operating system problems, repair all issues, and remove malware as defined by scopes of work
- Performed network setup and troubleshooting. Cased all client connects in Breeze, an internal client management system
- Communicated and trained clients on the proper and optimal use and care of their technology
- Recommended appropriate additional solutions to the client to promote an all encompassing solution
- Worked with Corporate HR to define Remote Support Channel policies
- Performed training of over 1000 remote support employees and 3rd party contractors
- Acted as Team Supervisor under leadership of manager to train and support new team members with their integration into the remote support channel
- Performed “White Glove” executive resolutions with highly escalated clients. Laid framework for future interactions with highly escalated clients to ensure proper handling of cases, and to prevent further escalation
0-5 years of experience
My role in the company was to provide remote technical assistance to customers for a wide variety of issues. [company name] was contracted by Comcast to give their Xfinity subscribers a one-call-fix-all solution for any of their internet based needs. Some of the features offered were as follows:
- Provide regular clean-up and maintenance on personal computer systems
- Assist with the creation and modification of home networks and any devices the customer wished to use with it
- Perform in-depth virus and malware extraction
- Install system critical updates and application patches
- Repair damage to Windows and OSX operating systems
- Backup and restore personal data to cloud storage
- Assist customers with TV/VoIP connection or service issues
6-10 years of experience
2nd Level Hardware Support Team Lead- New product teardown, engineering support, knowledge base author/valuator, review service manuals prior to launch, support sales, customer relations, front line call center, hold team technical meetings on a bi-monthly basis.
- Provide technical phone support for service field technicians, support Front Line staff, and sales inquiries
- Review repeat service call activities for accuracy and recommend suggestions for field service for dispatching. Handle customer relation escalations request.
- Create and validate Knowledge base and Eureka database articles for Customer and field service remote solve. Create new Knowledge Base and Eureka articles for new launch printers.
- Provide Engineering assistance in new product teardown and service manual review for accuracies.
0-5 years of experience
Managed a high volume of customer tickets related to printer configuration and networking issues.
- Use of in-house CRM software to efficiently track issues and steps take to resolve problems, while escalating if needed.
- Setup and maintenance of new knowledge base wiki for known issues
- Handled responsibilities of providing second-level technical support to customers.
- Handled the tasks of ensuring that the quality of troubleshooting met the standard guidelines
0-5 years of experience
Took customer calls and troubleshot computer issues
- Project Manager for Internal Data backup audit
- Responsible for training new engineers
- Managed on call schedule for 40+ engineers
- Created documentation to streamline new hire training including policies and procedures and syllabi.
- Worked on a team responsible for creating a deploying a consistent workstation user experience for employees
- Responsible for client monitoring configuration through a Kaseya based application
0-5 years of experience
Document, test, and modify network operating systems to enhance efficiency and reliability.
- Diagnose and remedy network and user issues.
- Implement client projects by drawing upon a variety of prior technical experience.
- Maximize network performance through proactive network design and monitoring.
- Develop and maintain accurate and timely guidebooks for clients.
- Provide on-the-job training (via shadowing) to Support Specialists.
- Produce up-to-date records and documentation of clients’ networks, as they change.
0-5 years of experience
Remotely assisted customers in diagnosing and troubleshooting software issues.
- Escalated and tracked bug fixes to vendors.
- Tracked hourly work with IBM/Maximo ticketing system.
- Assisted customers in obtaining software and documentation for purchased software.
- Provided 24×7 support for customers.
0-5 years of experience
Extensive troubleshooting and support of customers and field team via telephone and remote access technology. Various instrument platforms: RT-PCR, semiconductor and next gen sequencing, capillary electrophoresis, benchtop automation. Brands include Applied Biosystems, Invitrogen, Ion Torrent
- Provide a high level of hardware/software technical assistance and remote troubleshooting to both internal and external customers on [company name] platforms.
- Take full ownership of customer calls following through to assure complete customer satisfaction. Dispatch Field Service Engineers with repair information, failure symptoms, troubleshooting activities.
- Administer Flexnet software licensing, perform remote monitoring via Axeda client, transact service calls, and document symptoms and resolutions.
- Develop expertise on various instruments platforms: Sequencing – Ion Torrent Proton, PGM, IonChef, OneTouch2, 3500/3130/3100. Quantitative polymerase chain reaction (qPCR) – QuantStudio, Viia7, StepOnePlus. Thermal cyclers – Proflex, SimpliAmp, Veriti, GeneAmp 9700. Liquid handling automation, optical fluorescence detection, DNA/RNA/Protein microfluidics and microarray applications.
- Train and coach call center staff on complex SAP transactions and basic thermal cycler troubleshooting, increasing engineering resource availability by 30%.
0-5 years of experience
Provide technical support remotely for clients over the phone in areas such as email, desktop applications and project-specific applications
- Interact with clients on a daily basis to aid in network installation, support, and maintenance for major companies nationwide
- Assist in the configuration of networks including modems, routers and firewalls
- Provide troubleshooting of problems in hardware, software and communication
- Train new employees in client-specific procedures and troubleshooting techniques
0-5 years of experience
Monitoring and troubleshooting medium to enterprise client networks.
- Remediating and resolving all customer network issues.
- Managing Cisco, Windows (2003, 2008, 2012), Dell, Juniper, and Linux network equipment.
- Working with ISPs to investigate circuit issues.
- Engaging vendors such as Cisco TAC to resolve hardware issues.
- Provide tier 2 support.
6-10 years of experience
Provide technical and programming support to field personal as well as customers on PBX,
Contact Center and Voice Mail applications.
- Escalate and manage technical issues with Avaya and other manufacturers.
- Remote MAC and repair work on Contact Center, PBX and Voice Mail applications.
- Provide support for Sales Engineering and SDS project planning.
- Alarm center monitoring and system troubleshooting.
- Onsite meetings and project work as well as support.
- Participating member of Avaya Distributor Alliance Counsel.
0-5 years of experience
Provide first level support to local and remote high end clientele in a networked environment via telephone, remote sessions, e-mail and desk side visits. Including but not limited to, desktop/laptop (Microsoft XP/Vista/7, Dell, Lenovo, HP) repair and maintenance, Blackberry/Iphone set up and synchronization, client workstation and VoIP troubleshooting/repair, email set up and synchronization/repair. Printer networking, repair and installation.
- Installation, configuration and troubleshooting of VoIP phones and equipment (Polycom/ Cisco). VoIP changes including number assignments and extension changes, caller id functions and calling options.
- Delegation of pending projects and work assignments to various departments and Networking Team Senior Engineers.
- Responsible for ordering/communication between vendors to order parts and products for projects, repairs, installations and upgrades. Microsoft, Cisco, Polycom, Control4, Apple, Dell etc.
0-5 years of experience
Troubleshoot all issues with workstations, applications, peripherals, phones, and network.
- Work together with team members to resolve client issues, document and share best practices solutions
- Monitor and manage client backups.
- Travel to client sites and provide in-person support.
- Assist with the creation of user documentation and internal knowledge base.
- Setup and deploy end user workstations.
- Escalate issues when necessary.
- Create and manage user accounts (Active Directory, Microsoft Exchange, etc).
- Provide after hours end user support and server monitoring during on-call rotations.
- Use Autotask ticketing software to track client interactions.
0-5 years of experience
Supported IT department of 80+ employees
- Take calls and assist users on desktop & server support
- Create tasks and assign tasks to support engineers
- Installation of hardware in business environments: printers, desktops, docking station, video cards, dual monitors, SmartUps APC battery back-ups, and networking devices.
- Set-up and troubleshoot network connectivity issues, such as Netgear to Cisco routers
- Basic troubleshooting on VMWare VSphere 5 hosting Windows servers
- Managed and support of day to day IT duties including desktop to server level. Managed Active Directory and create Exchange email accounts
- Provide Mac OS hardware and OS level support for sales team
- Responsible for routing unassigned tasks to level 1 and 2 engineers.
Remote Support Engineer Duties and Responsibilities
Specific job duties for remote support engineers vary based on their employer. Based on our analysis of job postings, there are several core tasks common to this position:
Install Software Remote support engineers assist clients and customers in installing software. They follow directions to correctly set up software for clients.
Solve Technical Issues When customers experience technical issues, they communicate their problems to remote support engineers, who then find solutions to the queries.
Provide Customer Service Working with clients and customers, remote support engineers provide excellent customer service. They communicate effectively and listen attentively to customers’ concerns.
Advise Customers on Software Management When troubleshooting software errors, remote support engineers advise customers on maintaining and managing their software. They offer tips and advice to avoid facing technical issues.
Work with Engineering Teams Remote support engineers also work with engineering teams to design and implement improvements to software and tools.
Remote Support Engineer Skills and Qualifications
Remote support engineers have knowledge of software and internet technology. They provide exceptional customer service while troubleshooting issues with clients. In addition to a bachelor’s degree in a technology-related field, employers typically look for remote support engineers with the following skills and qualifications:
- Desktop Computer Operations – Remote support engineers are familiar with desktop computer operations. They understand operations including network connectivity, installation, maintenance, and hardware configuration
- Communication Skills – Working with clients and customers, remote support engineers have strong written and verbal communication skills. They handle customer concerns, and they advise customers on how to troubleshoot their software
- Analytical Ability – Charged with solving issues and analyzing software problems, remote support engineers have strong analytical skills. They gather information from customers to diagnose problems and come up with solutions
- Remote Support – Working remotely, these support engineers are adept at using a computer as well as a telephone to provide support
- Technological Skills – Remote support engineers work with different technology systems. In order to troubleshoot issues and answer customers’ questions, they must have a strong knowledge of technology
Remote Support Engineer Education and Training
Remote support engineers typically have a degree in a computer or technology related field. They also have at least one to three years of experience working in a technical role. Some employers prefer remote support engineers to have experience working at a call center or customer service position. Competitive remote support engineers have industry certifications to work with their employer’s software, such as a Microsoft Technology Associate (MTA) or CompTIA A+ certification.
Remote Support Engineer Salary and Outlook
Remote support engineers, categorized by the BLS as “Computer Support Specialists,” earn a median annual salary of $52,000. The lowest 10 percent in this field earn less than $39,000, while the highest wo percent earn more than $105,000. In the next 10 years, this field is expected to grow 11 percent, which is faster than the average for all occupations. As companies and organizations improve and upgrade their computer software, more support specialists will be needed to solve complex issues and technical problems.
Helpful Resources
Interested in becoming a remote support engineer or learning more about this technical position? If so, check out the following helpful resources to get you started: “A Day in the Life of Our IT Support Engineer” – This blog post highlights the day-to-day activities and responsibilities of an IT support engineer at Conosco. The blog contains interesting insights such as necessary skills for this position, perks of the job, and reasons for going into a support engineer position. Technical Support Engineer Red-Hot Career Guide – By Red-Hot Careers, this guide covers the common interview questions that support engineers face when searching for a job. The book contains over 2,000 interview questions covering topics such as resolving conflict, introducing change, building relationships, teamwork, and more.
The Compassionate Geek – This book, written by Don R. Crawley, guides readers through delivering customer service to customers and end-users and is filled with tips, best practices, and proven techniques. This straightforward guide includes information on communicating through email, working with different generations in the workplace, overcoming personal and professional obstacles, and saying no without alienating customers or users.
Client Encounters of the Technical Kind – Written by Andrew K. Betts, this book offers helpful information for technology professionals working with customers. The book aims to improve support outcomes, allow engineers to constructively challenge their customers, and bring customers into the engineer’s point of view. Topics are explained through a five-step process that makes them easy to learn.
360 Connext – This blog contains articles and resources for those working in customer service professions. Topics covered range from customer feedback and customer experience trends to user experience and quick fixes.
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
