Position: System administrator L3 / Engineer for US MSP
Company: Klik-Solutions
Experience required: 5y
English level: upper

We value good people and give every opportunity to grow and promote talent. If you are a strong tech willing to work in a fast-paced environment, expose to different technology, and not afraid to challenge yourself, you will enjoy working with us. 

Here is what you should know about us: 
Klik Solutions 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 structures for large- and medium-sized enterprises, start-ups, and non-profit organizations. Our projects vary from 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.

What you should know about the role:
The Engineer is responsible for using their knowledge of computer systems to help Klik Solutions solve business problems. They serve as the single point of contact for escalations from Tier 1 and 2 and ongoing IT projects. Their duties include working closely with the client and internal teams to develop and integrate IT solutions, reviewing existing systems to identify areas for improvement, and monitoring the outcome of new or upgraded systems on business operations. 

What you are expected to do:
· Provide Tier 3 technical support for local and offsite users
· Manage and monitor problem tickets, analyze incidents, and determine the support required
· Apply diagnostic techniques to identify the problem, investigate the cause, and recommend a solution
· Contribute to the knowledge repository
· 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
· Respond to and diagnose problems through discussions with users using problem recognition, research, isolation, and resolution steps
· Assist and participate in new project(s) scoping and deployment/delivery
· Perform research and development for new technologies
· Respond to users in a friendly and professional manner, ensuring all responses given are technically accurate, documented, updated, and closed per SLAs

What you bring to the role:
· A minimum of 3-5 years of experience in a Senior Technical Support role
· Advanced knowledge of computer hardware/software, operating systems, and network-related technologies data migrations, network upgrades, and full infrastructure implementation.
· Senior level knowledge of switches, firewalls, routers, VMWare, Hyper V, Servers, OS infrastructure (AD, RDS, SQL)
· 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
· Experience in managing multiple stakeholders and projects
· Ability to match client’s business requirements with product capabilities
· Flexible M-F schedule, occasional Saturday-Sunday on a rotating basis

The compensation package includes unlimited paid time off, English lessons, flexible working arrangements, and a competitive salary. Newcomers are eligible for company benefits after their 90-day review.