- Provide technical service and support to end users
- Assist Klik Operations personnel by responding to questions (Support, SOC, Engineering, etc.)
- Monitor dedicated queue, provide triage of all incidents, and request tickets to determine the next steps in troubleshooting.
- Apply best practice troubleshooting techniques to identify the problem, investigate the cause, and recommend a solution.
- Document incidents and requests in Autotask managed ticketing system, record actions, and follow up on deferred actions.
- Follow all assigned company-filed procedures and protocols
- Serve as primary SME for client Business Applications and 3rd Party Vendor Support POC
- Collaborate with the Klik Managed teams and share information across the organization, ensuring ongoing documentation updates and alignment
- Comprehend customer requirements and make appropriate recommendations/briefings
- Build positive relationships with end-users
- Keep end-users informed of the progress and status of calls/tickets throughout the resolution.
- Collaborate with end-users 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 requests.
- Resolve incidents on first contact when possible, leveraging the supported remote desktop control application and other systems as appropriate.
- Resolve end-user issues within an appropriate SLA MTTR timeframe or escalate to the appropriate team/tier for resolution following documented escalation procedures and processes.
- Respond to and diagnose problems through user discussions using problem recognition, research, isolation, and resolution steps.
- Assist and participate in new projects when assigned.
- Respond to users in a friendly and professional manner, ensuring all responses are technically accurate, documented, updated, and closed per SLAs.
- Maintain all metrics and KPIs
- Serve within dedicated On-Call Rotation for assigned client ticket escalations for after-hours incidents, both remote and onsite.
- A minimum of 4 years of experience in a Helpdesk / IT Support Center
- 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
- Flexible schedule required Monday through Sunday
- Microsoft Certified Professional, CompTIA A+, and/or HDI certifications are a plus
- Familiarity with mobile tools and applications
- Technical degree or certification
- Must have own vehicle and valid driver's license
- Familiar with Kasey Autotask, Datto RMM, and Auvik is a plus
-
Dedicated Client Support Analyst
3 days ago
Federal Hill Solutions Florence, United StatesKlik Solutions has evolved far beyond its origins as a Managed Services Provider (MSP). Today, we stand as a comprehensive technology solutions provider, offering a broad spectrum of services that go beyond traditional IT support. Our portfolio now includes digital marketing, dat ...
-
IT Senior Support Analyst
2 weeks ago
Atlas Dynamics Mount Ephraim, United StatesBecause I can truly develop something here and there are always interesting options. That and much more is possible at the Kassenärztliche Vereinigung Hessen. · IT SENIOR SUPPORT ANALYST (M/F/D) · PERMANENT, FULL-TIME/PART-TIME, FRANKFURT · The Kassenärztliche Vereinigung Hessen ...
-
IT Support Analyst
1 week ago
Essity Philadelphia, United States Full timeAbout the Role · Essity North America is looking for an experienced IT Support Analyst that will be responsible for helping handle and work with any IT issues in our Philadelphia office. · The ideal candidate should/could live in Philadelphia. · We're looking for people who emb ...
-
Desktop Support Analyst
4 days ago
Snipes | JimmyJazz Bensalem, United StatesSNIPES Desktop Support Analyst · Bensalem, PA · Hybrid · We live sneakers, streetwear, and neighborhood culture All Day Every Day · With more than 750 stores in Europe and the USA, SNIPES is one of the leading sneaker and streetwear retailers worldwide. Since opening its first ...
-
Desktop Support Analyst
1 week ago
Snipes Bensalem, United StatesJob Description · Job DescriptionSNIPES Desktop Support AnalystBensalem, PA · Hybrid · We live sneakers, streetwear, and neighborhood culture All Day Every Day · With more than 750 stores in Europe and the USA, SNIPES is one of the leading sneaker and streetwear retailers worldw ...
-
Tech Support Analyst
3 weeks ago
Ovation Healthcare Philadelphia, United StatesJob Description · Welcome to Ovation Healthcare · At Ovation Healthcare, we've been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance ...
-
Production Support Analyst
1 week ago
Twenty Bridge Staffing Philadelphia, United StatesPLEASE NOTE WE CANNOT USE 3RD PARTIES · TwentyBridge is seeking a Production Support Analyst to support one of our health insurance clients based out of Philadelphia, PA (On-site with 2 days remote) · Relevant Experience/Skills/Technologies: · Production Support Engineer · Around ...
-
Desktop Support Analyst
2 days ago
Zensar Technologies Newtown, United StatesEnd Point Technician 52K/Year New Town Square, PA Need Someone Local as This is Onsite Role and 100% To be Worked from Office Deskside / Endpoint support Technician - Job Description As an Endpoint/Deskside technician, you will be responsible to solve client issues in an effectiv ...
-
Application Support Analyst
1 week ago
Endure Tech Norristown, United StatesJob Description · Job DescriptionApplication Support Analyst / Systems Administrator · Hybrid Audubon, PA · Long Term Contract · Job Summary · The Application Support Analyst helps support and manage the document management system used by our organization (Open Text's Content Se ...
-
Desktop Support Analyst
6 days ago
Infinity Consulting Solutions Cranbury, United StatesWe have partnered with our client in their search for aDesktop Support Analyst will utilize their customer service and technology skills to provide hardware, software, and network support for all corporate employees, distribution center, and retail store locations. The helpdesk a ...
-
Production Support Data Analyst
3 weeks ago
eTeam Inc Conshohocken, United StatesPay Rate: $50/Hour · 3+ years of data analysis experience for a data warehouse · 2 years P&C Insurance subject matter experience (Policy and Claims) · Advanced SQL knowledge · Extensive knowledge of Data Warehousing, ETL and BI Architectures, concepts, and frameworks · 6+ years ...
-
EOC Support Analyst
1 week ago
Tierpoint Norristown, United StatesOverview: · At TierPoint, we are technologists, trendsetters, explorers, and creative minds who like to push the limits of imagination. We are seeking others who share our passion for technology, possess a never-ending curiosity to learn new things and work with cutting edge tec ...
-
Desktop Support Analyst
12 hours ago
American IT Staff Philadelphia, United StatesCompany Description · Bilingual in French is MUST · Job Description Client is looking for talented and creative Support Analyst who will be working with one of the leading FinTech company in the US. · The ideal candidate should have the ability to work creatively and analyticall ...
-
EOC Support Analyst
1 week ago
Tierpoint Norristown, Pennsylvania, United States PermanentOverview: · At TierPoint, we are technologists, trendsetters, explorers, and creative minds who like to push the limits of imagination. We are seeking others who share our passion for technology, possess a never-ending curiosity to learn new things and work with cutting edge tech ...
-
K8 Trade Support Analyst
1 week ago
Kerridge Commercial Systems Blue Bell, United States Permanent Full time"At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work." · Kerridg ...
-
EOC Support Analyst
3 days ago
Tierpoint Norristown, Pennsylvania, United States PermanentOverview: · At TierPoint, we are technologists, trendsetters, explorers, and creative minds who like to push the limits of imagination. We are seeking others who share our passion for technology, possess a never-ending curiosity to learn new things and work with cutting edge tech ...
-
Network Tech Support Analyst
2 weeks ago
Apex Systems Paulsboro, United StatesJob Title: Network Tech Support Analyst · Location: On-site in Paulsboro, NJ with travel to Clinton, NJ occasionally · Summary: · Develop and perform implementation activities for projects · Perform Quality Assurance activities including identifying and submitting network design ...
-
Network Tech Support Analyst
2 weeks ago
Experis Paulsboro, United States ContractJob Title: Network Tech Support Analyst · Location:Clifton, NJ · Pay Range: · Job Description: · As an Infrastructure Analyst specializing in Network Technical Support, you will play a crucial role in developing, implementing, and maintaining telecom networking projects. You wil ...
-
Desktop Support Analyst
3 weeks ago
Carvechi Technology Trenton, United StatesCarvechi Technology is hiring a Desktop Support Analyst based in Union, New Jersey, USA · Duration: 6 months · Pay Rate: $20/hr · JOB SUMMARY & SCOPE: · The candidate for the Desktop Support Analyst position will provide, under limited supervision, · technical support of personal ...
-
Customer Support Quality Analyst
2 weeks ago
Akkodis Camden, United StatesQuality Coordinator, Automotive - Hybrid Opportunity 3x a week onsite (Camden, NJ, 12 month contract, $18-22/hr W2) - Automotive Manufacturing Organization · Our automotive manufacturing client is looking to hire a Customer Quality Analyst to support both their parts and infotain ...
Dedicated Client Support Analyst - Florence, United States - Klik Solutions, LLC
![Klik Solutions, LLC](https://contents.bebee.com/public/img/noimg-businessx400.jpg)
3 weeks ago
![Default job background](https://contents.bebee.com/public/img/bg-user-ex-1.jpg)
Description
Job Description
Job DescriptionDescription:Klik Solutions has evolved far beyond its origins as a Managed Services Provider (MSP). Today, we stand as a comprehensive technology solutions provider, offering a broad spectrum of services that go beyond traditional IT support. Our portfolio now includes digital marketing, data analytics, compliance, security solutions, and cloud expertise.
As a dynamic technology partner, we seamlessly integrate with our clients as their one-stop solution for diverse needs. Whether it's crafting robust IT structures, implementing strategic digital marketing campaigns, harnessing the power of data analytics, ensuring regulatory compliance, fortifying security measures, or leveraging cloud technologies, we are committed to delivering excellence across the technological landscape.
Our growth signifies a commitment to providing holistic solutions, adapting to the ever-changing technological landscape, and empowering our clients to thrive in the digital era.
Dedicated Client Support Analysts serve as in-house resources assigned to specific clients. Each assigned analyst's role is unique as they are engrained within an active Managed Service Client's organization. Working as an escalation contact point for incidents and requests from the Technical Operations Teams and assisting with inbound volume from phone calls and emails, coordinating support where appropriate. Each Analyst is expected to respond to incidents or service requests using the Autotask ticketing system and the Vonage phone system for all calls, emails, voicemails, or in-person requests.
Role and Responsibilities: