Full Job Description
The Opportunity
Provide tier 2 technical support in a global 24*7 environment
Supporting Office365 & Gmail email solutions
Manage endpoints via Desktop Central, push OS patches & policy rollouts
To support Windows & MAC operating systems
To do user administration on ERP system
Address user tickets regarding hardware, software, and networking ( DHCP, DNS)
Walk customers through installing applications and computer peripherals
Ask targeted questions to diagnose problems
Guide users with simple, step-by-step instructions
Conduct remote troubleshooting
Test alternative pathways until you resolve an issue
Customize desktop applications to meet user needs
Record technical issues and solutions in logs
Direct unresolved issues to the next level of support personnel
Follow up with the users to ensure their systems are functional.
Report customer feedback and potential product/requirement requests
Help create technical documentation and manuals
Zoom & WebEx administration & troubleshooting is an added advantage
Necessary Skills and Experience
Proven work experience of 4+ years as a Technical Support Engineer
Should be comfortable in working shifts & should have supported Global Customers (the US, LATAM, etc.)
Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.