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:
    • 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:
    • 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:
    • 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:
    • 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:
    • 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:
    • 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:
    • 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:
    • 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):
    • 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.