The Remote Support Specialist is an entry-level position responsible for answering the service desk phone and participating in the day-to-day tasks and operations of the service desk. The Remote Support Specialist seeks to ensure that end-user support tickets are dispatched, assigned, responded to, and resolved quickly and efficiently or reaches out to the responsible ticket owner to ensure timely response and resolution of all service requests.
As a Remote Support Specialist, you will ensure our clients receive exceptional service. You will anticipate potential issues, implement preventive measures, and optimize system performance to enhance client satisfaction and operational efficiency.
Key Responsibilities:
The Remote Support Specialist will utilize strong customer service skills to oversee and assist the support analysts in delivering our services. They will regularly manage multiple service boards across many clients and interact closely with our support team and end-users.
- Answering the service desk support line.
- Initial triage of all service request tickets.
- Entering/updating service ticket details when alerted by an end-user or monitoring system in the MSP ticketing system.
- Dispatching Service tickets to the correct Service Board/Team.
- Performing Daily, Weekly, and Monthly scheduled tasks while entering service tickets in the MSP ticketing system for any issues noted.
- Monitor client systems and networks to identify potential issues before they impact operations.
- Assist with Implementing preventive measures and system optimizations to enhance performance and security.
- Collaborate with the support team to resolve client issues swiftly and effectively.
- Maintain detailed documentation of client systems and support interactions.
- Provide training and guidance to clients on best practices and system usage.
- Analyze trends and feedback to improve service delivery and client satisfaction.
- Assist in the development and implementation of new support processes and tools.
- Escalate complex problems to higher-level support or vendor support as needed.
- Document all client interactions, issues, and resolutions in the MSP ticketing system.
- Deploy new hardware using Imaging or deployment technology.
- Assist with end-user onboarding/offboarding.
- Accurately, regularly, and effectively record time.
- Manage your assigned support tickets timely and accurately.
Additional Duties and Responsibilities:
- Conducting basic system administration tasks, such as creating service tickets, reviewing alerts, managing service boards, dispatching service tickets, documenting processes, creating knowledge base articles, and performing routine scheduled tasks.
- Monitor backup and disaster recovery processes for clients' systems.
- Assisting with the implementation of new technologies and systems for clients.
- Assist with onboarding new clients, including configuring and deploying hardware and software.
- Collaborating with other technical teams within the MSP to resolve complex issues.
- Providing technical training and support to clients' end-users.
- Create and maintain accurate and up-to-date documentation for client systems, configurations, and user accounts.
- Assisting with the maintenance and monitoring of the MSP's systems and infrastructure.
- Participate in regular training and professional development activities to stay current on new technologies and best practices.
Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Technical Experience with Most of The Following
- Microsoft desktop operating system administration, Microsoft Office, and basic networking concepts
- General networking knowledge (TCP/IP, SMTP, FTP)
- Remote Administration
- Managed Services solutions administration - Preferably ConnectWise experience.
- Technical writing and research
- Helpdesk & Customer service
- Server and Desktop Maintenance Procedures
Skills
- Highly detail-oriented and organized professional with proven ability to effectively manage and prioritize multiple tasks in a fast-paced environment.
- Excellent customer service skills and ability to communicate technical information to non-technical users.
- Ability to work independently and as part of a team in a fast-paced environment.
- Strong problem-solving and analytical skills.
- Strong written and verbal communication skills
- Must be customer-focused and able/willing to provide "white glove" service.
- Ability to follow and adhere to defined processes.
- Ability to effectively multi-task and work in a fast-paced environment while producing high-quality results.
- Passionate about technology
- Experience with remote access tools and ticketing systems is a “plus.”
Educational/Vocational/Previous Experience Recommendations:
- A high school diploma or equivalent is required; a technical degree or certification is preferred.
- 0-1 years of experience in a technical support role, preferably in a managed service provider environment (including internships)
- Valid driver's license and reliable personal vehicle
What you can expect from us:
- Our shared values that foster inclusion and belonging including uncompromising integrity, collaboration, trust, and mutual respect
- The opportunity to innovate and do work that motivates and engages you
- A collaborative environment focused on enabling you to further your career growth and continuous professional development
- Competitive compensation and a total rewards package that focuses on all aspects of your wellbeing
- Flexibility to do impactful work and the time to enjoy your life outside of work
- Opportunities to connect and learn from professionals from different backgrounds and with different cultures
About Cherry Bekaert
Cherry Bekaert, ranked among the largest assurance, tax and advisory firms in the U.S., serves clients across industries in all 50 U.S. states and internationally. “Cherry Bekaert” is the brand name under which Cherry Bekaert LLP and Cherry Bekaert Advisory LLC, independently owned entities, provide professional services in an alternative practice structure in accordance with applicable professional standards. Cherry Bekaert LLP is a licensed CPA firm that provides attest services, and Cherry Bekaert Advisory LLC and its subsidiary entities provide business advisory and non-attest services spanning the areas of transaction advisory, risk and accounting advisory, digital solutions, cybersecurity, tax, benefits consulting, and wealth management. For more details, visit cbh.com/disclosure.
Cherry Bekaert cares about our people. We offer competitive compensation packages based on performance that recognize the value our people bring to our clients and our Firm. The salary range for this position is $57,900 to $114,000. Individual salaries within this range are determined by a variety of factors including but not limited to the role, function and associated responsibilities, a candidate’s work experience, education, knowledge, skills, and geographic location. In addition, we offer a comprehensive, high-quality benefits program which includes annual bonus, medical, dental, and vision care; disability and life insurance; generous Paid Time Off; retirement plans; Paid Care Leave; and other programs that are dedicated to enhancing your personal and work life and providing you and your family with a measure of financial protection.
Cherry Bekaert provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.
This role is expected to accept applications for at least five calendar days.
Candidates must demonstrate eligibility to work in the United States. Cherry Bekaert will not provide work sponsorship for this position.
Cherry Bekaert LLP and Cherry Bekaert Advisory LLC are members of Allinial Global, an accountancy and business advisory global association. Visit us at cbh.com/careers and follow us on LinkedIn, Glassdoor, Instagram, Twitter and Facebook.
© 2024 Cherry Bekaert. All Rights Reserved.
