Klik-Solutions

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 Tier I Support Center team serves as the initial contact point to receive inbound volume from both phone calls and emails. The Support Center team is expected to respond to incidents or service requests using the Autotask ticketing system and the Vonage phone system for all calls, emails, and voicemails.

Role and Responsibilities:

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

Required to have excellent interpersonal skills and communication skills

Occasional On-Site work for Service Tickets and/or Project-Related Tasks

Provide On-Call Support as part of the rotation

Requirements

A minimum of 2 years of experience in a Helpdesk / IT Support Center role

Must have an in-depth understanding of Windows Desktop Operating Systems & basic MacOS experience

Basic knowledge of Windows Server Operating Systems and Roles, including but not limited to Active Directory, DNS & DHCP, File Shares, RDP/RDS Environments

Experience with Microsoft Office 365: adding/removing users, assigning licenses, managing groups and shared mailboxes, etc.

Basic knowledge of network troubleshooting & investigation, including but not limited to Switches, Firewalls, and Access Points. Utilizing Network Monitoring Solution or individual device’s GUI & CLI.

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.

A flexible schedule is required Monday through Sunday.

Microsoft Certified Professional, CompTIA A+ and/or HDI certifications are a plus.

Familiar with the Kaseya Suite (Autotask, VSA, etc.), Sophos Firewalls & Endpoint Protection, Auvik, and ITGlue is a plus.

Klik Solutions has evolved far beyond its origins as a Managed Services Provider (MSP). Today, we stand as a comprehensive technology solutions provider, offering a broad spectrum of services that go beyond traditional IT support. Our portfolio now includes digital marketing, data analytics, compliance, security solutions, and cloud expertise.

As a dynamic technology partner, we seamlessly integrate with our clients as their one-stop solution for diverse needs. Whether it's crafting robust IT structures, implementing strategic digital marketing campaigns, harnessing the power of data analytics, ensuring regulatory compliance, fortifying security measures, or leveraging cloud technologies, we are committed to delivering excellence across the technological landscape.

Our growth signifies a commitment to providing holistic solutions, adapting to the ever-changing technological landscape, and empowering our clients to thrive in the digital era.

The NOC/Support Engineer is responsible for monitoring client IT infrastructure, responding to support requests, and resolving technical issues in a managed services environment. This is a hybrid role combining proactive network operations center (NOC) monitoring with direct client-facing support. The position is open to entry-level candidates with demonstrated virtualization experience.

Note: This role is for working hours 8pm-4am (EST) / 3 am to 11 am Kyiv time (night shift)

Role and Responsibilities:

· Monitor client environments using RMM tools and respond to alerts across endpoints, servers, and network devices 

· Handle escalated support tickets via phone, email, and ticketing system, ensuring SLAs are met 

· Troubleshoot and resolve issues related to Windows Server, Active Directory, Microsoft 365, and networking 

· Manage and support virtualized infrastructure (Hyper-V, VMware, XCP-ng, or similar) 

· Write and maintain basic scripts to automate repetitive tasks and remediation steps 

· Document issues, resolutions, and procedures in the internal knowledge base 

· Collaborate with senior engineers on complex escalations and client projects

Requirements

· Hands-on experience with virtualization platforms (Hyper-V, VMware, XCP-ng, or similar)

· Working knowledge of Windows Server, Active Directory, Microsoft 365, and core networking concepts 

· Strong troubleshooting and documentation skills 

· Clear written and verbal communication skills for client-facing interactions 

· Basic scripting exposure (PowerShell, Bash, or Python) 

Preferred Qualifications 

· Experience with RMM or PSA tools (Datto RMM, Autotask, or similar) 

· Familiarity with firewall administration (OPNsense, Sophos, Fortinet, or similar) 

· CompTIA Network+, Security+, or Microsoft certifications