Description

 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 in new projects scoping and deployment/delivery
• Respond to users in a 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 fulfill 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 they 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. 

Requirements

• A minimum 3-5 years of 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 the 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 a rotating basis