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Hybrid Support/Field Analyst

4 months ago

Baltimore, United States Federal Hill Solutions Full time

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.

The Hybrid Analyst will provide technical service and customer support during field visits or dispatches and remote support when not dispatched in the field. When dispatched out into the field, you'll be responsible for managing all on-site installation, repair, maintenance, and tasks, diagnosing errors or technical problems and determining proper solutions, as well as working with our teams remotely to solve any client issues outages. When not dispatched in the field, you will be working in the Support Center to respond to incidents or service requests using the PSA ticketing system and phone system for all calls, emails, and voicemails.

Role and Responsibilities:

  • Provide service and customer support during field visits or dispatches
  • Provide technical support to customers remotely when not dispatched in the field (Support Center)
  • Apply best practice troubleshooting techniques to identify problems, investigate causes, and recommend a solution
  • Document incidents and requests in PSA managed ticketing system, record actions, and follow up on deferred actions
  • Keep customers informed of the progress and status of calls/tickets throughout the resolution
  • Ensure the ticket queue has accurate statuses on tickets
  • Troubleshoot, analyze, resolve, track, escalate, and document all incidents and requests.
  • Escalate to the appropriate department for resolution following documented escalation procedures and processes.
  • Respond to and diagnose problems through discussions with users using problem recognition, research, isolation, and resolution steps.
  • Assist and participate in new projects from the Service Delivery Managers 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 Support Center and Field metrics and KPIs
  • Manage all on-site installations, repair, maintenance, and special project tasks.
  • Safely operate vehicles and use field automation systems
  • Follow all the company's documented procedures and protocols
  • Mandatory participation in the on-call rotation
  • Comprehend customer requirements and make appropriate recommendations/briefings.
  • Build positive relationships with customers.
Requirements
  • Proven Field Service experience
  • Ability to troubleshoot, test, repair, and service technical equipment
  • English literacy
  • Ability to work flexible shifts and to adapt to changing work schedules
  • Familiarity with mobile tools and applications
  • Technical degree or certification
  • Must have own vehicle and valid driver's license
  • Familiarity with Kasesya, Autotask, and Auvik is a plus