Dedicated Client Support Analyst - Jersey City, United States - Klik Solutions, LLC

Klik Solutions, LLC
Klik Solutions, LLC
Verified Company
Jersey City, United States

2 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description
:

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.


Role and Responsibilities:


  • 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.
  • Document incidents and requests in Autotask managed ticketing system, record actions, and follow up on deferred actions.
  • Follow all assigned companyfiled 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 endusers
  • Keep endusers informed of the progress and status of calls/tickets throughout the resolution.
  • Collaborate with endusers and coworkers 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 enduser 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 afterhours incidents, both remote and onsite.

Requirements:


  • A minimum of 4 years of experience in a Helpdesk / IT Support Center
  • Sound knowledge of computer hardware/software, mobile devices, operating systems, and networkrelated technologies
  • Excellent verbal and written communication skills, phone etiquette, data entry, and soft skills
  • Must be customerfocused and serviceoriented, 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
  • Technical degree or certification
  • Must have own vehicle and valid driver's license
  • Familiar with Kasey Autotask, Datto RMM, and Auvik is a plus
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