Remote Support & Help Desk Jobs in Patriots Foxboro, MA

Job description involves providing first-level technical assistance to VIP  user & fan accouns via phone, chat, or email, using remote tools to diagnose and fix problems, resetting passwords, installing software, documenting tickets, and escalating complex issues to higher-level support, requiring strong communication, problem-solving, and customer service skills. 

Key Responsibilities:
    User Support: Serve as the initial contact for technical issues, assisting employees, VIP users or fans with basic IT problems related to their account.
    Troubleshooting: Diagnose and resolve issues with user account, software (Office, browsers), peripherals (printers, scanners), and network connectivity.
    Remote Assistance: Utilize remote desktop software (TeamViewer, Bomgar) to access and fix user devices.
    Ticket Management: Log, track, and update support requests in ticketing systems (Jira, Zendesk).
    Account Management: Perform basic tasks like password resets, refund processing, tickets submission, account unlocks, and permission changes.
    Documentation & Training: Create and maintain support documentation, and provide basic user training on new software or processes.
    Escalation: Escalate complex or unresolved issues to Tier 2/3 support or field technicians. 

Essential Skills & Qualifications:
    Technical Skills: Familiarity with common operating systems, networking basics, and remote access tools.
    Soft Skills: Excellent verbal and written communication, patience, problem-solving, and customer service.
    Experience: Often an entry-level role, but prior help desk or IT support experience is highly beneficial. 

Typical Tools Used:
    Ticketing Systems: Jira, Zendesk
    Remote Access: TeamViewer, Bomgar, VNC, Microsoft Remote Desktop Bomgar, VNC, TeamViewer, Remote Desktop
    Communication: Phone, Email, Live Chat phone, chat, or email