What are the responsibilities and job description for the Remote Help Desk Technician position at F2Onsite?
Job Description
Tier 1 Platform Support-Remote
Tier 1 support. Candidates must have strong analytical, troubleshooting, problem resolution and communication skills, including ability to communicate with customers via phone, face to face, and in written correspondences.
This is a great opportunity for an experienced Platform Support analyst, looking to learn and grow and also take advantage of their existing skill set.
Position Responsibilities:
F2OnSite is the fastest growing IT field services company in the United States, with hundreds of employee technicians in over 40 states. F2 OnSite performs service on computers, printers, point of sale systems, servers and other hardware technologies - including installations, migrations, deployments and break/fix. Learn more at F2onsite.com.
WHAT WE DO: Our focus is Hardware: Desktops, Laptops, Servers, Printers, POS systems, and LCDs. We have hundreds of team members across the US who work Onsite at customer locations - providing hardware break/fix services, migrate data, install computers, move printers, install/fix servers and POS systems. We close thousands of service calls each week, and do whatever it takes to get our customers up and running again. We specialize in all types of technology, projects, desktop support and more.
F2OnSite is the fastest growing IT field services company in the United States, with hundreds of employee technicians in over 40 states. F2 OnSite performs service on computers, printers, point of sale systems, servers and other hardware technologies - including installations, migrations, deployments and break/fix. Learn more at F2onsite.com. WHAT WE DO: Our focus is Hardware: Desktops, Laptops, Servers, Printers, POS systems, and LCDs. We have hundreds of team members across the US who work Onsite at customer locations - providing hardware break/fix services, migrate data, install computers, move printers, install/fix servers and POS systems. We close thousands of service calls each week, and do whatever it takes to get our customers up and running again. We specialize in all types of technology, projects, desktop support and more.
Tier 1 Platform Support-Remote
Tier 1 support. Candidates must have strong analytical, troubleshooting, problem resolution and communication skills, including ability to communicate with customers via phone, face to face, and in written correspondences.
This is a great opportunity for an experienced Platform Support analyst, looking to learn and grow and also take advantage of their existing skill set.
Position Responsibilities:
- Main escalation point for technical support issues.
- Be prompt and provide high quality service to align with customer goals and requests.
- Requires the ability to take full ownership and control of an issue, to develop and maintain excellent relationships with all our clients and partners, and to help in continuously improving the support service to maintain a high level of client satisfaction.
- Lead interaction and collaboration with other teams such as Engineering and L2 Support as needed to address escalated issues.
- Gain a technical and functional understanding of the platform architecture.
- Expertise in querying DB and analyzing the data returned as part of troubleshooting the issue.
- Interact directly with our partners and clients to resolve technical issues in a timely manner.
- Notify the management team of any potential escalations.
- Escalate where appropriate.
- Work in rotational shifts and provide on-call support as needed.
- Automation for repetitive tasks.
- Hands-on experience in technical support.
- Exceptional written and oral communication skills including documentation.
- Past development experience is a plus
- Ability to trace and debug Web applications.
- Understanding of one or more relational databases (MySQL, SQL Server, Oracle) including the ability to run queries and analyze the output.
- Basic understanding of Linux Server operating systems is must.
- Working knowledge of Cassandra is a plus
- Experience with any enterprise monitoring systems like Nagios, Splunk, NewRelic or Systems Center is highly desired.
- Knowledge on ITSM framework is a plus.
F2OnSite is the fastest growing IT field services company in the United States, with hundreds of employee technicians in over 40 states. F2 OnSite performs service on computers, printers, point of sale systems, servers and other hardware technologies - including installations, migrations, deployments and break/fix. Learn more at F2onsite.com.
WHAT WE DO: Our focus is Hardware: Desktops, Laptops, Servers, Printers, POS systems, and LCDs. We have hundreds of team members across the US who work Onsite at customer locations - providing hardware break/fix services, migrate data, install computers, move printers, install/fix servers and POS systems. We close thousands of service calls each week, and do whatever it takes to get our customers up and running again. We specialize in all types of technology, projects, desktop support and more.
F2OnSite is the fastest growing IT field services company in the United States, with hundreds of employee technicians in over 40 states. F2 OnSite performs service on computers, printers, point of sale systems, servers and other hardware technologies - including installations, migrations, deployments and break/fix. Learn more at F2onsite.com. WHAT WE DO: Our focus is Hardware: Desktops, Laptops, Servers, Printers, POS systems, and LCDs. We have hundreds of team members across the US who work Onsite at customer locations - providing hardware break/fix services, migrate data, install computers, move printers, install/fix servers and POS systems. We close thousands of service calls each week, and do whatever it takes to get our customers up and running again. We specialize in all types of technology, projects, desktop support and more.
