Klik.Solutions

Support Engineer

• Provide Tier I technical support to customers
• Monitor and provide initial triage of all incidents and request tickets to determine the support required
• Work with third-party vendors for application/hardware support
• Apply best practice troubleshooting techniques to identify problems, investigate causes, and recommend a solution
• Document incidents and requests in ConnectWise managed ticket system, record actions, and follow up on deferred actions
• Keep customers informed of the progress and status of calls/tickets throughout the resolution
• Collaborate with customers and co-workers to diagnose and resolve problems
• Ensure the ticket queue has accurate statuses on tickets
• Troubleshoot, analyze, resolve, track, escalate, and document all incidents and request
• Resolve incidents on first contact when possible, leveraging the supported remote desktop control application and other systems as appropriate.
• Resolve customer issues within the SLA MTTR timeframe or escalate for resolution following documented escalation procedures and processes.
• Respond to and diagnose problems through discussions with users using problem recognition, research, isolation, and resolution steps.
• Assist and participate in new projects from the Support Center Manager when assigned.
• Respond to users in a friendly and professional manner, ensuring all responses given are technically accurate, documented, updated, and closed per SLAs.
• Maintain all Support Center metrics and KPIs
• Create/Update Internal Documentation System

Tier 1 Technical Support Analyst