Position: System Administrator (L1) for Managed Service Provider
Company: Klik-Solutions
Experience required: 2y
English level: upper

Candidate Experience Requirements:

A minimum 2 years’ experience in a Help Desk / IT Support center role is required.

Sound knowledge of computer hardware/software, mobile devices, operating systems, and networking related technologies is required.

Knowledge of MS Office Suite (Outlook, Word, PowerPoint, Excel), MS Exchange and, Active Directory, and mobile devices (Android) to include 365d

In-depth understanding of Windows desktop operating system required;

Basic Knowledge of with Windows Networking Services; Active Directory; DNS & DHCP; Microsoft Exchange;

Experience with basic networking, such as, TCP, Ethernet, Switches, and Wireless networks;

Understanding of enterprise IT tools such as scripting, RDP, system management, documentation and ticket systems;

Excellent interpersonal skills and communication skills

Must be customer focused and service oriented, attentive to details, with ability to multi-task and act with professionalism always.

Position Responsibilities:

Provide tier 1 technical support for Klik MSP customer service base.

Monitor and provide initial triage of all incidents and requests tickets to determine support required.y

Apply best practice troubleshooting techniques to identify problem, investigate cause and recommend solution.

Document incidents and requests in ConnectWise managed ticket system, record actions and follow up on deferred actions.

Keep customers informed of progress and status of calls/tickets throughout resolution.

Collaborate with customers and co-workers to diagnose and resolve problems.

Ensure ticket queue has accurate statuses on tickets.

Troubleshoot, analyze, resolve, track, escalate and document all incidents and request.

Incidents will be resolved on first contact when possible, leveraging the supported remote desktop control application and other systems as appropriate.

Resolve customer issues within 20-minute timeframe or escalate for resolution following documented escalation procedures and process.

Respond to and diagnose problems through discussions with users using problem recognition, research, isolation, and resolution steps.

Assist and participate on new projects from the support center manager when assigned.

Respond to users in friendly and professional manner, ensuring all responses given are technically accurate, documented, updated, and closed per SLA’s.

Maintain all Support Center Metric’s and KPI’s

We offer:

Work with modern technologies for many clients

Competitive salary and Quarterly Performance Bonuses

Opportunity for Technical and Professional Growth