Job description for client technical support specialist
Nuvollo is a fast growing cloud company focusing on managing and operating business critical systems such as Enterprise Resource Planning (ERP) requiring a high availability, secure, predictable environments. The Nuvollo environment fosters learning new technologies and provides opportunities for growth across systems, cloud, cyber-security, networking. We are looking for motivated individuals with strong customer focus to join our team and make a difference every day.
Position Summary-
· Fluent in English (verbal and written)
· Provide support to end-users, escalate more complex issues when appropriate
· Follow standard helpdesk procedure, including using our ticketing system
· Route unresolved issues to appropriate team members for further investigation and resolution
· Respond to assigned help desk tickets, support and troubleshoot technical requests
· Day to day project support on multiple initiatives
· Install and maintain computer equipment and peripheral hardware and software.
· Prepare and install all equipment and software for new and existing users
· Meet SLAs like response and resolution times by partnering within L2, and Expert teams
· Extensively research and document customer technical issues
· Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.
· Partner with Technical Support team members on various strategic projects when needed
· Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
· Run monitoring reports for usage, performance, and/or availability.
· Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.
Requirements-
· Practical knowledge of workstation management and troubleshooting
· Experience with Windows operating systems including installation, recovery, and update
· Practical approach to application, network, and server troubleshooting
· O365 Migration hands-on experience
· Excellent communication skills
· Above all, PERSONALITY and CUSTOMER SERVICE are key. This person needs to have the ability to fit in on our team, change pace rapidly, and respond to changing priorities.
· Logical thinker
· Good analytical and problem-solving skills
· Excellent interpersonal skills with the ability to work as a team member
· Ability to interact with users in a clear and courteous manner
· Ability to prioritize tasks at hand
Qualifications-
· 5+ years’ experience in help desk, IT support, or its equivalent.
· 5+ years of general IT experience
· Good experience in Customer Service
· Diploma/Degree in Information Technology or related field.
· ConnectWise Manage/Automate experience is a plus
Job Types: Full-time, Permanent
Benefits:
Schedule:
Ability to commute/relocate:
Work Location: One location
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