Tier 1 Technical Support Specialist - Cleveland

Job Title Tier 1 Technical Support Specialist

Description

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 :

Experience :

Work Environment :

Why Join Us?

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