Tier 1 Technical Support Specialist 3.2 3.2 out of 5 stars

Columbus, OH 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.