Tier 1 Technical Support Specialist
3 days ago
About Us: Kloud9 IT is a leading provider of comprehensive IT solutions for businesses seeking secure, reliable, and scalable technology services. With a commitment to exceptional client satisfaction, we provide managed IT, cloud solutions, cybersecurity, and network management to a wide range of clients.
Position Overview:
The Tier 1 Technical Support Specialist provides first-level support to customers or internal users by troubleshooting, diagnosing, and resolving technical issues. As the front line of support, the Tier 1 Specialist is responsible for handling basic technical queries, escalating more complex problems, and ensuring a positive support experience for end-users. This role requires excellent communication skills, a strong technical foundation, and the ability to solve problems efficiently.
Key Responsibilities:
- Technical Support:
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- Serve as the first point of contact for customers or internal users experiencing technical issues.
- Provide support via phone, email, chat, or ticketing systems.
- Diagnose, troubleshoot, and resolve hardware, software, and network-related issues.
- Assist with common IT requests such as password resets, software installations, and basic network troubleshooting.
- Incident and Ticket Management:
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- Log, track, and update support tickets in the ticketing system.
- Ensure all tickets are resolved within the established service-level agreements (SLAs).
- Escalate unresolved or more complex issues to Tier 2 or Tier 3 support teams.
- Communication and User Guidance:
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- Communicate effectively with users to understand and resolve their technical issues.
- Provide clear and simple instructions to non-technical users to resolve common IT problems.
- Keep users informed of ticket progress, issue resolution timelines, and any necessary follow-up actions.
- Documentation:
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- Document troubleshooting steps, solutions, and technical processes in the knowledge base.
- Update and maintain technical support documentation to improve service efficiency.
- Basic Maintenance and IT Tasks:
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- Perform basic system administration tasks such as account provisioning, configuration changes, and system updates.
- Support basic network operations, including printer setups, peripheral troubleshooting, and device connectivity issues.
- Collaboration and Team Support:
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- Work closely with other support teams to ensure issues are addressed quickly and efficiently.
- Participate in team meetings, knowledge-sharing sessions, and training as needed.
Required Skills and Qualifications:
- Technical Skills:
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- Basic understanding of computer systems, hardware, and software.
- Familiarity with Windows, macOS, and Linux operating systems.
- Knowledge of common troubleshooting techniques for networks, printers, and mobile devices.
- Experience with ticketing systems (e.g., Zendesk, Freshdesk, Jira) is a plus.
- Soft Skills:
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- Strong communication skills, both verbal and written.
- Ability to explain technical concepts to non-technical users clearly and effectively.
- Excellent problem-solving and multitasking abilities.
- Patience and empathy when dealing with frustrated users.
- Certifications (Preferred but not mandatory):
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- CompTIA A+ or equivalent certification.
- ITIL Foundation or similar certification in IT service management is a plus.
Experience:
- 1-2 years of experience in a technical support or helpdesk role.
- Prior experience in customer service or IT support is a plus but not required.
Work Environment:
- Shift Work: This role may require working in shifts, including nights and weekends, depending on business needs.
- Work Location: [Remote/On-site] as per company policy.
Why Join Us?
- Opportunity to develop your technical skills in a supportive and dynamic environment.
- Competitive salary, benefits, and opportunities for career advancement.
- Be part of a collaborative and customer-focused IT support team.
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