• Job Description

  Req#: oGTeofwV?nl=1

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  About Coretelligent: u00A0

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  WEu2019VE GOT THE POWER. ITu2019S OUR PEOPLE.u00A0 u00A0

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  Do you have a passion for learning about new and emerging technologies? Join our growing team!u00A0u00A0

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  We recognize that our team members are the core of our company. It is why they stay with us for so long, and it's also what attracts new clients to come aboard. Founded in 2006, Coretelligent is a leading provider of comprehensive managed and co-managed IT support, cybersecurity, and cloud services. Our team of world-class experts provides top-tier organizations with the services they need to thrive in today's digital economy. We're proud to be one of the most awarded IT service providers in the nation. Providing complete IT support 24/7/365 days a year, our innovative proprietary technology solutions and a full suite of security services ensure exceptional business performance, data protection, and security for our clients' most sensitive information assets.u00A0

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  The Role : Remote Support Engineer II

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  Coretelligentu2019s remote support engineers utilize strong customer service skills to provide remote technical support to our dynamic client base.u00A0The remote support team handles inbound and schedule work for end users of all skill levels. Focus includes network and resource access, messaging, enterprise applications and platforms, coordinate vendor escalation for resolution of uncommon incidents and outages, services and ISP outages, file backup and restoration. Provide break-fix and end user educational support for Workstations, Office & GSuite, Standard and Line of Business Applications, Peripherals and Hardware, Connectivity, Stability, as well as accessories such as Printers, Hotspots, Mobiles, Tablets, and Phones.u00A0

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  What youu2019ll do:u00A0 u00A0

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  u00B7u00A0u00A0 Receives and responds to internal incident escalation, to provide consultation on next steps or further assistance to the user

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  u00B7u00A0u00A0 Receives and responds to inbound incident request from Clients, and External users via phone or ticketing system

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  u00B7u00A0u00A0 Performs routine tasks to maintain computer equipment and their peripherals

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  u00B7u00A0u00A0 Accepts escalations from RST resources and management

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  u00B7u00A0u00A0 Maintain or exceed departmental minimum standards and metrics

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  u00B7u00A0u00A0 Provides regular and timely updates to all parties (internal and external) on incident statuses

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  u00B7u00A0u00A0 Maintains detailed documentation, notes, and steps pending or completed on all support tickets

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  u00B7u00A0u00A0 Performs triaging and troubleshooting of incident volume to resolve incidents

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  u00B7u00A0u00A0 Familiar with standard concepts, practices, and procedures within a support environment

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  u00B7u00A0u00A0 Performs a variety of technical tasks to complete requested work or remediate incidents

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  u00B7u00A0u00A0 Works under general supervision

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  u00B7u00A0u00A0 May lead or direct the work of others

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  u00B7u00A0u00A0 A wide degree of creativity and latitude in remediating incidents and problems is expected

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  u00B7u00A0u00A0 Assists in creating materials for end-users' frequently asked questions (FAQs) and procedural knowledgebase articles.

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  u00B7u00A0u00A0 Provides assistance to Tier 3 staff with problem research and documentation.

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  u00B7u00A0u00A0 Provides assistance and spot training for Engineer I as needed.

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  Who you are:u00A0 u00A0

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  u00B7u00A0u00A0 3+ years of related work experience

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  u00B7u00A0u00A0 Ability to effectively multi-task and work in a fast-paced environment while producing high-quality results

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  u00B7u00A0u00A0 Exceptional Customer Service skills including ownership, advocacy, vigilance, and accountability

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  u00B7u00A0u00A0 Exceptional interpersonal skills, positive attitude, and professional demeanor

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  u00B7u00A0u00A0 Ability to follow and adhere to a defined processu00A0u00A0

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  u00B7u00A0u00A0 Excellent communication skills, both written and verbalu00A0

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  u00B7u00A0u00A0 Must be customer focused and able/willing to provide u201Cwhite gloveu201D service

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  u00B7u00A0u00A0 Preferred MSP (Managed Service Provider) experience u00A0

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  Depending on the need the hours could be the following: Mon-Fri,u00A0u00A0(8am-5pm,u00A0 9am-6pm, or 3pm-12am)

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  Salary Range for this position (depending upon experience):u00A0

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  $60k-$70k

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  This range reflects the minimum and maximum targets for new hires across all US locations (with the exception of MA, NY, and CA). Within the range, individual pay is determined by job-related skills, experience, work location, and relevant education or training. u00A0

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  What youu2019ll love about Coretelligent. u00A0

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  We take Coretelligent culture very seriously! As a company, we are constantly thinking of ways to give back to our valued employees through company engagement.u202FWe offer a competitive salary, amazing benefits, a great PTO package, a healthy work-life balance, and plenty of opportunities to grow your career from within!u202F u00A0

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  Benefits: u00A0

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  Health, Dental, & Vision: We care about your well-being so we contribute to the cost of your health benefits on your first day of employment. Coretelligent covers 75% of health and dental. Cross Blue Shield Health Insurance u00A0

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  Flexible Spending Account (FSA) : Use pretax dollars for any health care needsu00A0

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  401k: 4% Match when you invest in your future with our 401Ku00A0

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  Health Reimbursement Account (HRA): We cover the employee and family on HMO and PPO plansu00A0

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  Health Savings Account (HSA): Triple Tax Advantage account! Use pretax dollars, tax-free payments, tax-free interest on investment earningsu00A0u00A0

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  Life Insurance:u202F u202FProvided to you at no cost, with coverage up to 1x your Annual Salaryu00A0

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  Disability Insurance: u202FCompany paid! Offering Long-term and Short-term disability to provide a portion of your income during times you cannot worku00A0

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  Paid Parental Leave:u202F We encourage you to care for your little one!u00A0

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  Holiday Pay: 11 Paid Holidays u00A0

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  Paid Time Off: Generous PTO and Sick Payu00A0 u00A0

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  Perks: u00A0

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  Happy Birthday : take the day off and celebrate another journey around the sun! u00A0

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  Monthly Rewards: earned to spend in the company store u00A0

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  Community & Social Events : Coretelligent is a community, and we value in-person collaborative, fun events together!u00A0 u00A0

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  Learning and Development: We are dedicated to your professional development. We contribute for you to invest in your continued education.u00A0 u00A0

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  Flexible working life and $100 standup desk allowance:u202F Work-life balance is important. Whether you want to work from home or come to our office in Needham, Massachusetts the choice is yours. To help you get comfortable working from home weu2019ll assist you in setting yourself up for success!u00A0u00A0

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  Health & Wellness Perks:u202F Work-life balance and your well-being are important to us. To contribute to your mental & physical well-being we offer you 100% company-paid Health Advocacy as part of our Employee Assistance Plan (EAP).u00A0

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  *As Coretelligent is a remote company hiring candidates around the world, our perks and benefits packages may adjust based on your location. u00A0

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  Join our Team!u202F u00A0

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  Brilliant information technology careers, powered by people. What makes Coretelligent such a fantastic place to work? Itu2019s the people. The quality and commitment of our team are unique in the managed IT industry. Itu2019s why our employees stay. At Coretelligent, we welcome all qualified applicants regardless of race, color, ancestry, national origin, citizenship, socioeconomic status, religion, age, marital or parental status, sex, sexual orientation, gender identity or expression, disability, veteran status, or any other legally protected status. We are proud to be an equal opportunity workplace.

• About the company

  Coretelligent is a leading provider of comprehensive managed IT solutions enabling organizations to seamlessly power and successfully grow their businesses.

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