IT Support Specialist | Remote

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Who We Need:

The IT Support Specialist I will be responsible for providing a world-class phone and chat support experience, playing a key role in ensuring the highest level of support is provided to our internal customers on information technology-related issues. The ideal candidate will possess a minimum background of 2 years or equivalent certifications in the Information Technology field. We are currently looking for an energetic, hardworking, and knowledgeable team member that will fit into our Team Collaborative environment for the position of IT Support Specialist.

What You Will Do:

  • Chat and Phone-based Support to assist our internal employees with Information Technology related issues
  • Work with our Support II/SME roles on escalation path for dealing with level II tickets
  • Provide detailed ticketing to document the scope of work that has been completed that will assist other departments if ticket is escalated or transferred.
  • Keep Support Team manager informed of user-related support requests as needed
  • Ability to translate technical information in non-technical terms for verbal and written communication
  • Ability to work in a team-oriented environment where we collaborate with our other team members for cross training and continuing documentation of our processes.
  • Provide admin assistance as requested for internal systems and credential management for third party vendors.
  • Create and configure user accounts for new users, and disabling/pruning old accounts as needed
  • Management of user accounts, security and distribution groups as needed
  • Configure Email connectivity and application installations as needed
  • Assist users with their smart devices (phones, tablets) to obtain email as requested
  • Ability to exercise discretion on sensitive or confidential internal matters
  • Maintain confidentiality between other service-oriented departments (HR)
  • Employ best security methods and practices to protect company data and borrower PII.
  • Upholds ethics with relation to software provision and licensing
  • Extended and weekend work hours may be required

What You Need:

  • At Least 1-2 years of experience and key knowledge of the following:
  • End-User Service and Support
  • OS support including, but not limited to MS Win10 and Mac
  • Cloud-based portal management (Google, Office 365, etc.)
  • Desktop, Laptop, and corresponding hardware (Dell, HP, IBM, Lenovo, etc.)
  • Certificates preferred: Google Admin Cert, A++, CCENT, Network+, Security+
  • Customer service delivery
  • Ability to work independently and unsupervised daily

What We Offer:

  • Strength, Stability, and Vision
  • Great compensation package
  • Opportunity for career growth
  • A commitment to be a relevant market leader - we are aiming for the top!
  • Octane, our engineered proprietary technology that is transforming the mortgage industry
  • An empowered culture where your ideas are important and your voice matters
  • Full Benefits, beginning the first day of the month following your start date, including Medical, Dental, Vision, Life, Disability Insurance, and much more
  • Generous paid time off package that also includes all major holidays
  • 401K w/ 50% match - Beginning the 1st of the month following 30 days of employment
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...