Careers

Thank you for your interest in a career at Paktolus ITS. We're always looking for bright, energetic people to join our team. If you are looking for an entrepreneurial environment, and you are fanatical about customer service, we'd love to talk with you. Feel free to send us your resume to: careers@PaktolusITS.com.

Email: careers@PaktolusITS.com

Current Opening

Remote Support Engineer

Job Function: The Remote Support Engineer is responsible for handling all remote support service requests and is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Act as the single point of contact to the customer for all types of service requests.
Provide IT Support relating to all technical issues. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.
Provide technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
Pre-process service requests as they arrive through email, manual entry, or direct customer input.
Remote access solution implementation and support.
Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through creation of service tickets.
System documentation maintenance and review.
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages, task scheduling.

ADDITIONAL DUTIES AND RESPONSIBILITIES:

Ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
Knowledge base documentation of procedures related service to support.
Improve customer service, perception, and satisfaction.
Fast turnaround of customer requests.
Ability to work in a team and communicate effectively.
Escalate service requests that require onsite Technician support.
Responsible for entering time in ConnectWise as it occurs.
Enter all service requests into ConnectWise as service tickets.
Submit Timesheets Promptly on a weekly basis.

KNOWLEDGE, SKILLS, AND/OR ABILITIES REQUIRED: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Advanced understanding of operating systems, business applications, printing systems, and network systems.
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
Diagnosis skills of technical issues.
Ability to multi-task and adapt to changes quickly.
Technical awareness: ability to match resources to technical issues appropriately.
Service awareness of all organizations key IT services for which support is being provided.
Understanding of support tools, techniques, and how technology is used to provide IT services.
Typing skills to ensure quick and accurate entry of service request details.
Self-motivated with the ability to work in a fast moving environment.