What are the roles and responsibilities of a remote support engineer?

Question

Zippia Team · Accepted Answer

The roles and responsibilities of a remote support engineer are to work from home to install, troubleshoot, and configure software for your company's computers. Remote support engineers guide others through installing hardware, but the remote nature of this job limits your ability to install it yourself.

Duties and responsibilities of a remote support engineer include:

Research and identify solutions to software and hardware issues
Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask customers targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution within agreed time limits
Talk clients through a series of actions, either via phone, email, or chat, until they've solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g., software developers)
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals
Maintain jovial relationships with clients