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    Hybrid Support/Field Analyst - Baltimore, United States - Klik Solutions, LLC

    Klik Solutions, LLC
    Klik Solutions, LLC Baltimore, United States

    3 weeks ago

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    Description

    Job Description

    Klik Solutions has transformed from a Managed Services Provider (MSP) to a holistic technology solutions provider. Along with traditional IT support, our services now encompass digital marketing, data analytics, compliance, security solutions, and cloud expertise.

    As a dynamic tech partner, we blend seamlessly with our clients as their one-stop solution for various needs. We specialize in crafting robust IT structures, strategic digital marketing campaigns, data analytics utilization, regulatory compliance, security fortification, and cloud technology implementation.

    Our growth represents our dedication to offering comprehensive solutions, adapting to the evolving tech landscape, and enabling our clients to excel in the digital age.

    The Hybrid Analyst position involves providing technical service and customer support during field visits or dispatches, as well as remote support. Duties include managing on-site installations, repairs, maintenance, diagnosing technical issues, and collaborating with teams to resolve client problems efficiently.

    Role and Responsibilities:

    • Offer service and support during field visits or dispatches
    • Provide remote technical support (Support Center)
    • Utilize troubleshooting techniques to identify and solve issues
    • Document incidents and follow up on actions
    • Keep customers updated on ticket progress
    • Ensure ticket queue accuracy
    • Troubleshoot, resolve, track, and document incidents
    • Escalate issues as per procedures
    • Respond to and resolve problems
    • Participate in new projects
    • Respond to users, maintaining professionalism
    • Monitor metrics and KPIs
    • Manage on-site tasks and projects
    • Operate vehicles and automation systems
    • Adhere to company procedures
    • Participate in on-call rotation
    • Understand customer needs and provide recommendations
    • Develop positive customer relationships

    Requirements:

    • Field Service experience
    • Troubleshooting skills
    • Proficiency in English
    • Flexible work schedule
    • Mobile tools familiarity
    • Technical degree or certification
    • Own vehicle and valid driver's license
    • Experience in Kasesya, Autotask, and Auvik is a plus
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