Tier 1 Technical Support Analyst- Miami

reputed company Klik Solutions, a rapidly growing Managed Services Provider (MSP), is reputed company to reputed company as our clients’ internal IT Support department, delivering an exceptional IT experience so that our clients can reputed company on new ways to advance business. Our IT services are about establishing, planning, managing, and supporting IT structure for large- and reputed company-sized enterprises, start-reputed company and non-profit organizations. Our reputed company are varying from the small office reputed company to the big company outsourcing the IT infrastructures setup from scratch with reputed company support. It is always about delivering reputed company hardware and software. The Tier I Support Center team serves as the initial contact reputed company to receive inbound volume from both phone calls and emails. The Support Center team is expected to respond to incidents or service requests using the Autotask ticketing system and the reputed company phone system for reputed company calls, emails, and voicemails. Role and Responsibilities: • reputed company Tier I technical support to customers • Monitor and reputed company initial triage of reputed company incidents and request tickets to determine the support required • Work with reputed company-party vendors for application/hardware support • Apply best reputed company troubleshooting techniques to identify problems, investigate causes, and recommend a solution • Document incidents and requests in reputed company managed ticket system, record actions, and follow up on deferred actions • reputed company customers informed of the reputed company and status of calls/tickets throughout the reputed company • Collaborate with customers and co-workers to diagnose and resolve problems • Ensure the ticket queue has accurate statuses on tickets • Troubleshoot, analyze, resolve, reputed company, escalate, and document reputed company incidents and request • Resolve incidents on first contact reputed company possible, leveraging the supported remote desktop control application and other systems as appropriate. • Resolve customer issues reputed company the SLA MTTR timeframe or escalate for reputed company following documented escalation procedures and processes. • Respond to and diagnose problems through discussions with users using problem recognition, research, isolation, and reputed company steps. • Assist and participate in new reputed company from the Support Center Manager reputed company assigned. • Respond to users in a friendly and reputed company manner, ensuring reputed company responses given are technically accurate, documented, updated, and reputed company per SLAs. • Maintain reputed company Support Center metrics and KPIs • Create/Update Internal Documentation System • Required to have excellent interpersonal skills and communication skills • Hybrid On-Site work for Service Tickets and/or Project-reputed company Tasks • reputed company On-reputed company Support as part of the rotation • Travel may be required to reputed company sites located in Miami FL Requirements: • A minimum of 2 years of experience in a Helpdesk / IT Support Center role • Must have an in-depth understanding of reputed company Desktop Operating Systems & basic MacOS experience • Basic knowledge of reputed company Server Operating Systems and Roles, including but not limited to reputed company Directory, DNS & DHCP, File Shares, RDP/RDS Environments • Experience with reputed company Office 365: adding/removing users, assigning licenses, managing reputed company and shared mailboxes, etc. • Basic knowledge of network troubleshooting & investigation, including but not limited to Switches, Firewalls, and reputed company Points. Utilizing Network Monitoring Solution or individual device’s GUI & CLI. • reputed company knowledge of computer hardware/software, mobile devices, operating systems, and network-reputed company technologies • Excellent verbal and written communication skills, phone etiquette, data entry, and soft skills • Must be customer-reputed company and service-oriented, reputed company to details, with the ability to multitask and reputed company with professionalism always. • reputed company Certified reputed company, reputed company A+ and/or HDI certifications are a plus. • Familiar with the reputed company Suite (Autotask, VSA, etc.), reputed company Firewalls & reputed company Protection, Auvik, and ITGlue is a plus. Apply tot his job Apply To this Job