Logically is the leading provider of Managed IT Services to small and midsize organizations. We help our customers leverage the power of information technology to achieve their goals by becoming their trusted IT ally. Since 1999, we have made IT management easy and secure for hundreds of corporations, healthcare organizations, non-profits, and public sector agencies. We provide complete IT outsourcing to business leaders, and augmentation services to IT teams.

We are recognized for our outstanding customer service, technical depth, and operational excellence. Our best-in-class service delivery is powered by two pillars, OpLogicTM and Care Teams. OpLogic is our unique cloud-based IT management system that allows your IT environment to self-heal, increasing uptime and reducing security risks. Dedicated Care Teams are how we deliver our deep and wide-ranging technical expertise while providing personalized service and the familiarity of a trusted ally.

Why Work for Us:

• A culture of “absolutely doing the right thing,” that values taking care of colleagues, clients, and our community
• An opportunity to work with cutting-edge technology and ambitious and talented colleagues
• A fun work environment and a focus on ensuring a good work-life balance
• Competitive wages and benefits to ensure we attract and retain the best staff
• Opportunities to grow and develop personally and professionally

Job Summary:

The Remote Support Specialist ll resolves and triages basic Tier 1 technical issues for customers who have support agreements in place. The Remote Support Specialist ll provides regular phone support and proactively resolves problems, escalating higher-level issues to Managed Services Engineers. This position also works with the Professional Services Team to identify and refer potential high-level business application issues for resolution by the Business Solutions team.

Job Duties & Responsibilities:

• Through primarily telephonic communication, serve as a customer portal for all technical issues and manage incoming calls and customer inquiries.
• Utilize training, experience, product knowledge, understanding of customer’s business needs, and excellent communication skills to assess the level of urgency: determine the effect of the situation by distinguishing between individual and organization-wide impact.
• Through patient, calm, and reassuring communication, listen to customers and guide customers who may not be technically savvy to resolve an issue.
• Troubleshoot and resolve basic problems and technical issues, including:
  • Authentication issues with Active Directory, Exchange and Office 365 Citrix.
  • User Creation/Termination.
  • Spam Filter Issues Including White/Blacklisting domains.
  • Missing Desktop Shortcuts, Network Drives, and Documents.
  • Browser Issues Including Add-Ins and Security Settings.
  • Common Outlook Issues and Setup.
  • Basic Microsoft Office Issues (Up To 2013).
  • Antivirus Updates and Installation.
  • Virus and Malware Removal.
  • Audio and Video Issues.
  • Printer Connectivity Locally and on the Network.
  • Network Connection, including Local and ISP Related Issues.
  • Cleaning up disk space for disk space alerts generated via automation.
  • Resolve drive encryption issues.
• Complete all assigned operational and procedural tasks, including ticket resolution, accurate time entry, and excellent customer service.

Qualifications:

• Degree in Computer Science or related field is preferred
• 2 to 4 years experience in a technical support, helpdesk support, or customer support role preferred
• Ability to remain calm, patient, and reassuring during difficult communication to instill confidence in a customer who is experiencing a stressful situation.
• Excellent verbal communication skills; ability to listen, develop rapport with customers, explain options, and direct customers through solutions.
• Ability to think critically with superior problem-solving skills, intellectual curiosity, and a high level of integrity.
• Must understand basic Tier 1 pre-approved standard changes or troubleshooting authorizations such as:
  • Basic network design
  • Active directory
  • Group policy
  • Network printing
• Strong organization skills and the ability to work on many tasks simultaneously in a high-pressure environment.
• Strong interpersonal skills, including verbal and written communication skills along with excellent listening skills.

Logically provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, gender identity, sexual orientation, and other protected classes.

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