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.