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Remote Support Engineer (3rd Shift)

 

 

This position is Remote, and can be located anywhere in the United States, while providing technical/troubleshooting support via phone, email, chat and engaging field engineers to go to customer sites when needed.

We are looking to add another Remote Support Engineer to the Service Express team on 3rd shift (9pm-8am ET Thursday-Sunday) in order to help provide call management for service calls outside our office territories as well as monitor and update contracts as our company continues to grow!

To be successful in this role, you must be able to multitask and independently utilize company resources within a fast-paced and changing environment. It’s an opportunity to go above and beyond to meet our customer needs as part of a positive, adaptable, and supportive team.

 

Here's what this position is all about:

  • Provide excellent service to our customers by coordinating parts, technical support, and onsite labor for locations outside our current geographic footprint
  • Diagnose technical issues remotely with customers
  • Escalate to L2 Technical Support Specialists as needed and remain engaged until completion of service delivery
  • Find and evaluate new support vendors to expand our services and geographic reach

 

What we are hoping you will bring to the Service Express team:

  • Successful experience effectively troubleshooting server storage (specifically IBM, HP, and Dell data center equipment is ideal)
  • Proven ability to work on remote team is preferred
  • Excellent communication skills, with the ability to hold professional demeanor in high-pressure, complex situations
  • Demonstrated time management and project management skills
  • History of contributing to process improvements

 

We offer you:

  • Workplace flexibility that empowers our employees
  • Personal growth and advancement opportunities
  • PTO available when you start – additional day of PTO for your birthday + PTO volunteer days
  • Health insurance with plan options to meet your needs
  • 401k with employer match
  • Fitness membership reimbursement
  • Pay Range: $25-$35/hour based on experience

 

#LI-Remote

 

 

Service Express is an equal opportunity employer. Authorization to work in the country you are applying to is a precondition of employment. Service Express does not sponsor applicants for work visas.

We process your information in accordance with our Privacy Policy. For European residents, click here to review our fair processing notice.

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Average salary estimate

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$52000K
$72800K

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What You Should Know About Remote Support Engineer (3rd Shift), Service Express

Join the dynamic team at Service Express as a Remote Support Engineer on the 3rd shift, where you'll make a significant impact while working from the comfort of your home. In this role, you’ll engage with customers during the late-night hours, providing top-notch technical support via phone, email, and chat from 9 PM to 8 AM ET, Thursday through Sunday. As a Remote Support Engineer, your contributions are vital, especially as you assist in managing service calls outside our office territories and monitor contracts in a fast-paced and ever-evolving environment. Your troubleshooting expertise, particularly with server storage solutions from IBM, HP, and Dell, will be put to great use as you diagnose technical issues and escalate problems to L2 specialists as needed. Not only will you coordinate parts and onsite labor for various customer locations, but you’ll also evaluate and onboard new support vendors to expand our geographic reach. We’re looking for someone who thrives on multitasking, loves to connect with the team, and is passionate about providing exemplary customer service. If you’re ready to grow personally and professionally while enjoying workplace flexibility, competitive pay, and a supportive environment, then this is the perfect opportunity for you! At Service Express, we value process improvements, excellent communication, and the initiative it takes to lighten the load for both clients and teammates.

Frequently Asked Questions (FAQs) for Remote Support Engineer (3rd Shift) Role at Service Express
What responsibilities does a Remote Support Engineer at Service Express have?

As a Remote Support Engineer at Service Express, your primary responsibilities include providing technical troubleshooting support via various channels such as phone, email, and chat, particularly during 3rd shift hours. You will coordinate parts and labor for locations outside the current geographic footprint, diagnose issues remotely, and escalate complex problems to L2 specialists as necessary. Additionally, you will be active in monitoring and updating customer contracts and seeking new support vendors to enhance service provision.

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What skills are required for the Remote Support Engineer position at Service Express?

To excel in the Remote Support Engineer position at Service Express, candidates should possess strong troubleshooting skills, especially with server storage equipment from vendors like IBM, HP, and Dell. Effective communication skills are vital, as you’ll engage with customers in high-pressure situations, along with demonstrated time management and project management capabilities. Experience working remotely is a plus, as is a history of contributing to process improvements.

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What is the work schedule for a Remote Support Engineer at Service Express?

The work schedule for a Remote Support Engineer at Service Express is during the 3rd shift, specifically from 9 PM to 8 AM ET, Thursday through Sunday. This schedule allows you to provide critical support when it’s needed most while offering you flexibility in your personal life.

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What kind of support will I provide in the Remote Support Engineer role at Service Express?

In the Remote Support Engineer role at Service Express, you will provide vital support by diagnosing technical issues, coordinating service calls, and managing communications with field engineers when on-site assistance is required. Your focus will be on delivering excellent customer service and ensuring timely resolutions to technical problems.

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What benefits can I expect as a Remote Support Engineer at Service Express?

At Service Express, Remote Support Engineers enjoy a range of benefits, including flexible work arrangements, PTO starting when you begin, health insurance options, a 401k plan with employer match, and reimbursement for fitness memberships. Additionally, you will have personal growth and advancement opportunities that support your career development.

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Common Interview Questions for Remote Support Engineer (3rd Shift)
Can you describe your troubleshooting process for technical issues?

When answering this question, highlight a systematic approach, such as identifying the problem, gathering relevant information, formulating a hypothesis, and testing solutions. Mention specific tools or methods you’ve used and how effective communication with customers played a role in resolving their issues.

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How do you prioritize tasks during a busy shift?

To answer this, discuss the importance of assessing urgency and impact. Describe techniques like maintaining an organized task list or using software for tracking priorities. Share an example of a situation where you successfully prioritized customer needs despite a busy environment.

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What experience do you have with server storage systems?

In your response, specify your experience with systems from IBM, HP, or Dell. Provide details about the types of issues you've encountered and how you resolved them, demonstrating both technical proficiency and an understanding of server storage functionalities.

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How would you handle a difficult customer over the phone?

Discuss strategies for remaining calm and professional, actively listening to the customer’s concerns, and validating their feelings. Share a specific example of a challenging interaction and how you resolved it successfully, emphasizing your communication skills and customer focus.

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What steps would you take if you encounter a problem you cannot solve?

Outline your approach to problem-solving, which could involve collaborating with colleagues, escalating to L2 support, and keeping the customer informed throughout the process. Emphasize your resourcefulness and commitment to ensuring customer satisfaction.

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How do you stay current with new technologies in your field?

Talk about your commitment to continuous learning, whether through online courses, webinars, technical forums, or networking with industry professionals. Highlight specific resources or events that have contributed to your knowledge in server technology.

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Why do you want to work for Service Express?

Express your admiration for Service Express’s commitment to customer service and employee growth. Mention any specific projects or values of the company that resonate with you and how you see yourself contributing to their success as a Remote Support Engineer.

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Describe a time when you improved a process in your previous job.

Share a concrete example of a process that you identified as needing improvement, your proposal for enhancing it, and the positive outcomes that resulted. Focus on your analytical skills and your initiative to enhance team efficiency.

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What do you find most challenging about remote work, and how do you mitigate these challenges?

Discuss common remote work challenges, such as communication issues or feelings of isolation, and the strategies you implement to overcome them. This may include regular check-ins with teammates or setting personal work boundaries.

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How do you ensure that you meet the expectations of your role during the night shifts?

Explain your techniques for effective time management, maintaining focus, and managing energy levels during late-night hours. Discuss methods you've developed to stay productive and engaged in a challenging schedule.

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Inclusive & Diverse
Rise from Within
Mission Driven
Diversity of Opinions
Work/Life Harmony
Transparent & Candid
Growth & Learning
Fast-Paced
Collaboration over Competition
Take Risks
Friends Outside of Work
Passion for Exploration
Customer-Centric
Reward & Recognition
Feedback Forward
Rapid Growth
Medical Insurance
Paid Time-Off
Maternity Leave
Mental Health Resources
Equity
Paternity Leave
Fully Distributed
Flex-Friendly
Some Meals Provided
Snacks
Social Gatherings
Pet Friendly
Company Retreats
Dental Insurance
Life insurance
Health Savings Account (HSA)

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Full-time, remote
DATE POSTED
January 19, 2025

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