Remote Support Engineer Resume Samples

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Remote Support Engineers provide assistance to a company's end users by phone or online. Common duties mentioned on a Remote Support Engineer resume example include installing software, diagnosing technical issues, upgrading applications, and checking workstation performance. Those interested in a Remote Support Engineer position should showcase in their resumes technical skills, listening abilities, excellent communication aptitudes, patience, problem solving orientation, and customer service. Eligible candidates usually hold a college degree in a relevant engineering discipline.

For more information on what it takes to be a Remote Support Engineer, check out our complete Remote Support Engineer Job Description.

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1

Remote Support Engineer

Worked with a team that remotely supports thousands of users at hundreds of small companies, healthcare facilities, and not-for-profit organizations, with heterogeneous environments.

  • Troubleshooted Windows servers, Exchange servers, Citrix Servers, BES servers, Sonicwall routers, network connectivity issues (Active Directory, DHCP, DNS, VPN, RDP/Citrix, Wi-Fi/Ethernet, Outlook/Exchange), desktop hardware, printers, Blackberries, iPhone/android smartphones (mainly Activesync), malware/virus infections, sundry proprietary industry-specific applications.
  • Created Active Directory, Exchange, and BES users.
  • Educated end-users on how to use applications.
  • Learned new skills and applications as necessary.
  • Implemented various Powershell scripts to improve efficiency.
  • Completed 60% more tickets than the average tech.
Candidate Info
9
years in
workforce
4
years
at this job
BS
Management Information Systems
2

Remote Support Engineer

Received and addressed network calls from internal and external customers, identifying client concerns, formulating solution strategies, and working with the client to ensure issues were resolved.

  • Troubleshot client issues and escalated tickets if needed or placed a service call if the matter was identified as a hardware concern; followed-up with clients to ensure satisfaction with action taken.
  • Managed documented work logs on average of 35-40 a day, followed up for resolution of solution offered at point of incoming call. Escalate call to the Technology team if 1st level solution did not resolve issue.
  • Meet CSMS target of 75% logs closed within 5 days of the initial opened call. On an average, 25% of open logs were closed within the first 2 days.
Candidate Info
13
years in
workforce
5
years
at this job
AS
Accounting
AAS
Business Administration
3

Remote Support Engineer

Responsibilities included remote website/phone support for the premium members of America Online (AOL) to troubleshoot errors using established company processes and tools.

  • Assisted in promoting and implementing revenue-generating programs for AOL.
  • Authored and maintained documentation/specifications, including technical guides and troubleshooting information.
  • Achieved extremely high level of customer satisfaction through timely mitigation and resolution of issues.
Candidate Info
5
months in
workforce
5
months
at this job
BS
Information Technology
MS
Technology Management
4

NOC Remote Support Engineer

Remote support of PBX fault management, diagnostic, resolutions, maintenance and change orders

  • Provided first level remote support on Nortel (Option 11 - 81c) and NEC (2000 - 2400) PBX Switches (via Verizon Network Operation Center)
  • Answered incoming calls from technicians to input alarm ignores for various customer sites.
  • Monitored major and minor alarms from Iris Monitoring System.
  • Reset Meridian Mail passwords.
  • Created and assigned tickets to technicians for service issues from Iris Monitoring System.
Candidate Info
5
years in
workforce
2
years
at this job
5

Remote Support Engineer - APAC High Touch Support

  • Managed support for multiple Fortune 500 clients as single point of contact for remote Tier 2/Tier 3 support for Avaya VOIP and PBX telephony systems
  • Performed troubleshooting, problem resolution, vendor engagement, and telephony system administration and preventative maintenance
  • Coached and mentored new hires
Candidate Info
7
years in
workforce
3
years
at this job
BS
Computer Science
6

Remote Support Engineer

  • Performed remote installations, upgrades, and repairs using phone, online chat, and remote desktop software
  • Diagnosed operating system problems, repair all issues, and remove malware as defined by scopes of work
  • Performed network setup and troubleshooting. Cased all client connects in Breeze, an internal client management system
  • Communicated and trained clients on the proper and optimal use and care of their technology
  • Recommended appropriate additional solutions to the client to promote an all encompassing solution
  • Worked with Corporate HR to define Remote Support Channel policies
  • Performed training of over 1000 remote support employees and 3rd party contractors
  • Acted as Team Supervisor under leadership of manager to train and support new team members with their integration into the remote support channel
  • Performed "White Glove" executive resolutions with highly escalated clients. Laid framework for future interactions with highly escalated clients to ensure proper handling of cases, and to prevent further escalation
Candidate Info
4
years in
workforce
3
years
at this job
7

Remote Support Engineer

My role in the company was to provide remote technical assistance to customers for a wide variety of issues. [company name] was contracted by Comcast to give their Xfinity subscribers a one-call-fix-all solution for any of their internet based needs. Some of the features offered were as follows:

  • Provide regular clean-up and maintenance on personal computer systems
  • Assist with the creation and modification of home networks and any devices the customer wished to use with it
  • Perform in-depth virus and malware extraction
  • Install system critical updates and application patches
  • Repair damage to Windows and OSX operating systems
  • Backup and restore personal data to cloud storage
  • Assist customers with TV/VoIP connection or service issues
Candidate Info
6
years in
workforce
1
year
at this job
Technology/technician
8

Remote Support Engineer

2nd Level Hardware Support Team Lead- New product teardown, engineering support, knowledge base author/valuator, review service manuals prior to launch, support sales, customer relations, front line call center, hold team technical meetings on a bi-monthly basis.

  • Provide technical phone support for service field technicians, support Front Line staff, and sales inquiries
  • Review repeat service call activities for accuracy and recommend suggestions for field service for dispatching. Handle customer relation escalations request.
  • Create and validate Knowledge base and Eureka database articles for Customer and field service remote solve. Create new Knowledge Base and Eureka articles for new launch printers.
  • Provide Engineering assistance in new product teardown and service manual review for accuracies.
Candidate Info
19
years in
workforce
8
years
at this job
C
Electronic
9

Remote Support Engineer

Managed a high volume of customer tickets related to printer configuration and networking issues.

  • Use of in-house CRM software to efficiently track issues and steps take to resolve problems, while escalating if needed.
  • Setup and maintenance of new knowledge base wiki for known issues
  • Handled responsibilities of providing second-level technical support to customers.
  • Handled the tasks of ensuring that the quality of troubleshooting met the standard guidelines
Candidate Info
11
years in
workforce
1
year
at this job
BS
Computer Information Systems, Physics
10

Remote Support Engineer

Took customer calls and troubleshot computer issues

  • Project Manager for Internal Data backup audit
  • Responsible for training new engineers
  • Managed on call schedule for 40+ engineers
  • Created documentation to streamline new hire training including policies and procedures and syllabi.
  • Worked on a team responsible for creating a deploying a consistent workstation user experience for employees
  • Responsible for client monitoring configuration through a Kaseya based application
Candidate Info
8
years in
workforce
5
years
at this job
BS
Psychology

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