Klik Solutions, a rapidly growing Managed Services Provider (MSP), is able to integrate as our clients’ internal IT Support department, delivering an exceptional IT experience so that our clients can focus on new ways to advance business. Our IT services are about establishing, planning, managing, and supporting IT structure for large- and medium-sized enterprises, start-ups and non-profit organizations. Our projects are varying from the small office IT solutions to the big company outsourcing the IT infrastructures setup from scratch with further support. It is always about delivering complex hardware and software.
The Tier I Support Center team serves as the initial contact point to receive inbound volume from both phone calls and emails. The Support Center team is expected to respond to incidents or service requests using the Autotask ticketing system and the Vonage phone system for all calls, emails, and voicemails.
Role and Responsibilities:
Provide Tier I technical support to customers
Monitor and provide initial triage of all incidents and request tickets to determine the support required
Work with third-party vendors for application/hardware support
Apply best practice troubleshooting techniques to identify problems, investigate causes, and recommend a solution
Document incidents and requests in ConnectWise managed ticket system, record actions, and follow up on deferred actions
Keep customers informed of the progress and status of calls/tickets throughout the resolution
Collaborate with customers and co-workers to diagnose and resolve problems
Ensure the ticket queue has accurate statuses on tickets
Troubleshoot, analyze, resolve, track, escalate, and document all incidents and request
Resolve incidents on first contact when possible, leveraging the supported remote desktop control application and other systems as appropriate.
Resolve customer issues within the SLA MTTR timeframe or escalate for resolution following documented escalation procedures and processes.
Respond to and diagnose problems through discussions with users using problem recognition, research, isolation, and resolution steps.
Assist and participate in new projects from the Support Center Manager when assigned.
Respond to users in a friendly and professional manner, ensuring all responses given are technically accurate, documented, updated, and closed per SLAs.
Maintain all Support Center metrics and KPIs
Create/Update Internal Documentation System
Required to have excellent interpersonal skills and communication skills
Occasional On-Site work for Service Tickets and/or Project-Related Tasks
Provide On-Call Support as part of the rotation
Requirements
A minimum of 2 years of experience in a Helpdesk / IT Support Center role
Must have an in-depth understanding of Windows Desktop Operating Systems & basic MacOS experience
Basic knowledge of Windows Server Operating Systems and Roles, including but not limited to Active Directory, DNS & DHCP, File Shares, RDP/RDS Environments
Experience with Microsoft Office 365: adding/removing users, assigning licenses, managing groups and shared mailboxes, etc.
Basic knowledge of network troubleshooting & investigation, including but not limited to Switches, Firewalls, and Access Points. Utilizing Network Monitoring Solution or individual device’s GUI & CLI.
Sound knowledge of computer hardware/software, mobile devices, operating systems, and network-related technologies
Excellent verbal and written communication skills, phone etiquette, data entry, and soft skills
Must be customer-focused and service-oriented, attentive to details, with the ability to multitask and act with professionalism always.
A flexible schedule is required Monday through Sunday.
Microsoft Certified Professional, CompTIA A+ and/or HDI certifications are a plus.
Familiar with the Kaseya Suite (Autotask, VSA, etc.), Sophos Firewalls & Endpoint Protection, Auvik, and ITGlue is a plus.
