Remote Support Engineer


We emphasize training, knowledge, and customer empathy — the learning opportunities will never end! We are serious about keeping our skills sharp. You are a driven and motivated problem solver ready to pursue meaningful work. If that sounds like you, then you've landed in the right place. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions


  • Validate and clarify the issue reported.
  • You must diagnose hardware malfunctions, software issues and provide support to customers. Research, identify solutions, resolve and take full ownership of reported customer issues. This includes liaising with external vendors.
  • Escalate tickets not resolvable to advanced Support specialists.
  • You resolve customer requests initiated through multiple support channels including: telephone and online support request submissions.
  • You will perform scheduled preventive maintenance and systems administration functions.
  • Strong organization skills and a process and detail-oriented approach.
  • Promote and ensure a culture of privacy and security.
  • Keep thorough, clear, and complete records in the ticketing system of all actions taken.
  • Provide customer-facing documentation of necessary processes.
  • Closely follow up on ongoing service interactions with customers.
  • Be friendly, efficient, and dependable, and always provide timely updates to users.
  • Maintain a professional image at all times through behavior, and all verbal & written communications.
  • Interface and work closely with support specialists team and other departments as required.
  • Participate in an on-call planning.
  • Perform other duties as assigned by supervisor.


Knowledge and Skills

  • Proven experience in a technical support role, level 1 support engineer, system support engineer or similar role;
  • Bachelor’s degree in computer science or information technology.
  • Knowledge of popular operating systems, software applications, and remote connection systems.
  • Ability to solve complex hardware, software and network issues.
  • Strong troubleshooting, and analytical skills.
  • Strong customer and solution-oriented focus
  • Must have effective communication and customer service skills including technical writing, typing skills, and the ability to manage complex technical conversations via telephone, chat and email
  • Exceptional communication skills, both written and verbal.
  • bility to think quickly, communicate positively, work proactively, and readily embrace change
  • Demonstrate effective interpersonal skills, organization/prioritization skills and a passion for providing superior service
  • Ability to multi-task (e.g. various customer inquiries simultaneously) and be adaptable to a changing business environment
  • Ability to work as part of a team.

Workspace Expectations::

  • The workspace must be private (e.g. not a library or coffee shop).
  • The workspace must be physically secure, located behind a door that the remote agent can close.
  • The workspace must allow the remote worker to participate in phone calls without the other party detecting that they are working in a non-office setting.
  • The workspace must have a fast, stable internet connection (at least 10 Mbps down / 5 Mbps up).
  • The workspace must be adequately lit and climate-controlled.

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