Job Description

Equal Employment Opportunity Statement

Klik Solutions is an equal opportunity employer and complies with all applicable federal, state, and local laws prohibiting discrimination in employment. In all hiring and employment practices, Klik Solutions does not discriminate against any employee or applicant based on race, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, citizenship status, disability, genetic information, marital status, veteran status, or any other protected characteristic under applicable law.

Reasonable Accommodation Policy

Consistent with the Americans with Disabilities Act (ADA), Klik Solutions is committed to providing reasonable accommodations to qualified applicants and employees with disabilities. If you need assistance or accommodation due to a disability, please contact [HR contact information]. All requests for reasonable accommodation will be evaluated on a case-by-case basis in accordance with applicable laws.

About Klik Solutions

Klik Solutions has evolved far beyond its origins as a Managed Services Provider (MSP). Today, we are a comprehensive technology solutions provider offering a broad spectrum of services, including digital marketing, data services, software and application development and integration, compliance, security solutions, and cloud expertise.

We partner with our clients to provide end-to-end technology solutions, helping them thrive in the digital era through robust IT structures, strategic digital marketing, data-driven insights, regulatory compliance, security measures, and seamless software and application integration.

Dedicated Client Support Analysts serve as in-house resources assigned to specific clients. Each assigned analyst’s role is unique as they are ingrained within an active Managed Service Client’s organization. Working as an escalation point of contact for incidents and requests from the Technical Operations Teams, and assisting with inbound volume from phone calls and emails, coordinating support where appropriate. Each Analyst is expected to respond to incidents or service requests using the Autotask ticketing system and the Vonage phone system for all calls, emails, voicemails, or in-person requests.

Role and Responsibilities:

• Provide technical service and support to end users
• Assist Klik Operations personnel by responding to questions (Support, SOC, Engineering, etc.)
• Monitor the dedicated queue, provide triage of all incidents, and request tickets to determine the next steps in troubleshooting.
• Apply best practice troubleshooting techniques to identify the problem, investigate the cause, and recommend a solution.
• Document incidents and requests in the Autotask managed ticketing system, record actions, and follow up on deferred actions.
• Follow all assigned company-filed procedures and protocols
• Serve as primary SME for client Business Applications and 3rd Party Vendor Support POC
• Collaborate with the Klik Managed teams and share information across the organization, ensuring ongoing documentation updates and alignment
• Comprehend customer requirements and make appropriate recommendations/briefings
• Build positive relationships with end-users
• Keep end-users informed of the progress and status of calls/tickets throughout the resolution.
• Collaborate with end-users 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 requests.
• Resolve incidents on first contact when possible, leveraging the supported remote desktop control application and other systems as appropriate.
• Resolve end-user issues within an appropriate SLA MTTR timeframe or escalate to the appropriate team/tier for resolution following documented escalation procedures and processes.
• Respond to and diagnose problems through user discussions using problem recognition, research, isolation, and resolution steps.
• Assist and participate in new projects when assigned.
• Respond to users in a friendly and professional manner, ensuring all responses are technically accurate, documented, updated, and closed per SLAs.
• Maintain all metrics and KPIs
• Serve within a dedicated On-Call Rotation for assigned client ticket escalations for after-hours incidents, both remote and onsite.

Requirements

• A minimum of 4 years of experience in a Helpdesk / IT Support Center
• Sound knowledge of computer hardware/software, mobile devices, operating systems, and network-related technologies
• Excellent verbal and written communication skills, phone etiquette, data entry, and soft skills
• Must be customer-focused and service-oriented, attentive to details, with the ability to multitask and act with professionalism always
• Flexible schedule required Monday through Sunday
• Microsoft Certified Professional, CompTIA A+, and/or HDI certifications are a plus
• Familiarity with mobile tools and applications
• Technical degree or certification
• Must have own vehicle and valid driver’s license
• Familiar with Kasey Autotask, Datto RMM, and Auvik is a plus