Tier 1 Technical Support Specialist
About Us: Kloud9 IT is a leading provider of comprehensive IT solutions for businesses seeking secure, reliable, and scalable technology services. With a commitment to exceptional client satisfaction, we provide managed IT, cloud solutions, cybersecurity, and network management to a wide range of clients. Position Overview: The Tier 1 Technical Support Specialist provides first-level support to customers or internal users by troubleshooting, diagnosing, and resolving technical issues. As the front line of support, the Tier 1 Specialist is responsible for handling basic technical queries, escalating more complex problems, and ensuring a positive support experience for end-users. This role requires excellent communication skills, a strong technical foundation, and the ability to solve problems efficiently. Key Responsibilities: • Technical Support: • * Serve as the first point of contact for customers or internal users experiencing technical issues. • Provide support via phone, email, chat, or ticketing systems. • Diagnose, troubleshoot, and resolve hardware, software, and network-related issues. • Assist with common IT requests such as password resets, software installations, and basic network troubleshooting. • Incident and Ticket Management: • * Log, track, and update support tickets in the ticketing system. • Ensure all tickets are resolved within the established service-level agreements (SLAs). • Escalate unresolved or more complex issues to Tier 2 or Tier 3 support teams. • Communication and User Guidance: • * Communicate effectively with users to understand and resolve their technical issues. • Provide clear and simple instructions to non-technical users to resolve common IT problems. • Keep users informed of ticket progress, issue resolution timelines, and any necessary follow-up actions. • Documentation: • * Document troubleshooting steps, solutions, and technical processes in the knowledge base. • Update and maintain technical support documentation to improve service efficiency. • Basic Maintenance and IT Tasks: • * Perform basic system administration tasks such as account provisioning, configuration changes, and system updates. • Support basic network operations, including printer setups, peripheral troubleshooting, and device connectivity issues. • Collaboration and Team Support: • * Work closely with other support teams to ensure issues are addressed quickly and efficiently. • Participate in team meetings, knowledge-sharing sessions, and training as needed. Required Skills and Qualifications: • Technical Skills: • * Basic understanding of computer systems, hardware, and software. • Familiarity with Windows, macOS, and Linux operating systems. • Knowledge of common troubleshooting techniques for networks, printers, and mobile devices. • Experience with ticketing systems (e.g., Zendesk, Freshdesk, Jira) is a plus. • Soft Skills: • * Strong communication skills, both verbal and written. • Ability to explain technical concepts to non-technical users clearly and effectively. • Excellent problem-solving and multitasking abilities. • Patience and empathy when dealing with frustrated users. • Certifications (Preferred but not mandatory): • * CompTIA A+ or equivalent certification. • ITIL Foundation or similar certification in IT service management is a plus. Experience: • 1-2 years of experience in a technical support or helpdesk role. • Prior experience in customer service or IT support is a plus but not required. Work Environment: • Shift Work: This role may require working in shifts, including nights and weekends, depending on business needs. • Work Location: [Remote/On-site] as per company policy. Why Join Us? • Opportunity to develop your technical skills in a supportive and dynamic environment. • Competitive salary, benefits, and opportunities for career advancement. • Be part of a collaborative and customer-focused IT support team. Remote About the Company: Kloud9 IT, Inc.