Engineer
2 months ago
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 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.
Role and Responsibilities:
- Provide Tier 3 technical support for local and offsite users
- Manage and monitor problem tickets, analyze incidents, and determine 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
- 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 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 rotating basis
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