Location USA, Baltimore
Klik Solutions, a rapidly growing Managed Services Provider (MSP), is able to integrate as our clients’ internal IT Support department, delivering an exceptional IT experience so that our clients can focus on new ways to advance business. Our IT services are about establishing, planning, managing, and supporting IT structure for large- and medium-sized enterprises, start-ups and non-profit organizations. Our projects are varying from the small office IT solutions to the big company outsourcing the IT infrastructures setup from scratch with further support. It is always about delivering complex hardware and software.
The Solution Architect is responsible for using their knowledge of computer systems to help Klik Solutions solve business problems. They serve as the single point of contact for escalations from Tier 1 and 2 and ongoing IT projects. Their duties include working closely with the client and internal teams to develop and integrate IT solutions, reviewing existing systems to identify areas for improvement and monitoring the outcome of new or upgraded systems on business operations.
Role and Responsibilities:
Provide Tier 3 technical support for users
Manage and monitor problem tickets, analyze incidents, and determine support required
Respond to and diagnose problems through discussions with users using problem recognition, research, isolation, and resolution steps
Assist and participate on new project(s) scoping and deployment/delivery
Respond to users in friendly and professional manner, ensuring all responses given are technically accurate, documented, updated, and closed per SLAs
Build strong customer relationships, especially with key customer stakeholders and sponsors
Make sure all deliverables arrive in good order, on time, and fulfil customers’ requirements
Keep track of key account metrics
Communicate the progress to both internal and external stakeholders
Take initiatives in identifying growth opportunities
Provide business, technical, and product knowledge in support of sales activities to ensure customer satisfaction
Educate clients on how existing and new product features and functionality work, and how it can contribute to their business growth
Monitor client accounts to ensure optimal performance and usage of contracted services and products
Regularly coordinate technical alignment reviews
Partner with the Sales team to build relationships with decision makers, business contacts, and influencers
Identify, document, and communicate clients’ requirements to appropriate stakeholders for solution design.
Collaborate with stakeholders on clients’ solution design.
What you bring to the role:
A minimum 3-5 years’ experience in a Senior Technical Support Role
Advanced knowledge of computer hardware/software, operating systems and network related technologies, data migrations, network upgrades, and full infrastructure implementation.
Senior level knowledge of switches, firewalls, routers, VMWare, Hyper V, Servers, OS infrastructure (AD, RDS, SQL)
Excellent verbal and written communication skills, phone etiquette, data entry, and soft skills
Must be customer focused and service oriented, attentive to details, with ability to multitask and act with professionalism always
Experience in managing multiple stakeholders and projects
Ability to match client’s business requirements with product capabilities
Flexible M-F schedule, occasional Saturday-Sunday on rotating basis
Work with modern technologies
Opportunity for personal and professional growth
Paid vacation and sick leave
Reasonable reimbursement of taxi when working at night