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.

About Klik

Klik is a technology services company delivering custom software development, application modernization, and ongoing technical support to clients. We hire senior, dependable engineers who can own their work, communicate clearly, and build long-term trust with both our team and our clients.

About the Role

Senior ColdFusion Developer will join our team on a long-term contract basis and support a key client engagement. You will be the lead hands-on developer on a custom ColdFusion web platform that serves a large, distributed user base, with role-based access for end users, regional officers, executive committees, and administrative staff.

The platform sits on top of a Microsoft SQL Server back end and supports an active queue of new features, form updates, reporting needs, and bug fixes. The ideal candidate is someone who can hit the ground running, work autonomously from well-written tickets, and steadily work through the backlog while maintaining high engineering discipline on a live production system.

Key Responsibilities

• Develop, maintain, and enhance an existing production ColdFusion web application.

• Design and build new pages, web forms, and submission workflows based on business requirements.

• Write and optimize T-SQL queries and reports against a Microsoft SQL Server back end, including data exports to Excel.

• Investigate, diagnose, and resolve bugs and production issues.

• Coordinate with the client’s in-house database team for any schema or data changes.

• Contribute to source control discipline using Git / GitHub, including branching, pull requests, and code review.

• Provide realistic effort estimates, flag risks early, and participate in weekly or bi-weekly planning meetings.

• Communicate clearly and professionally with client stakeholders in English, both in writing and on calls.

Required Qualifications

• 5+ years of senior-level hands-on Adobe ColdFusion / CFML development experience on production web applications.

• Strong Microsoft SQL Server and T-SQL skills: complex queries, joins, stored procedures, and basic performance tuning.

• Solid front-end fundamentals: HTML, CSS, and JavaScript; comfortable with form-heavy, role-based web applications.

• Hands-on experience with Git and GitHub (or GitLab) for source control and collaborative development.

• Excellent written and spoken English — able to read tickets independently, ask clarifying questions, and present status confidently.

• Self-directed senior mindset — able to take a well-written ticket and deliver without needing day-to-day hand-holding.

• Disciplined, production-aware engineer — careful with changes on live systems and methodical about verification.

• Reliable internet connection and a professional remote working setup.

• Available to work US Eastern Time business hours through at least 2:00 PM EST every working day (from 12.00 to 20.00 Kyiv time).

Preferred Qualifications

• Experience supporting non-profit, membership, or association-based organizations.

• Experience modernizing or migrating legacy ColdFusion applications to modern stacks such as .NET, Node.js, or Java.

• Experience working in environments with limited test infrastructure, where production discipline matters.

• Familiarity with Smartsheet, Jira, or other sprint / work-management tools.

• Prior experience working remotely with US-based clients on long-term engagements.

What We Offer

• A long-term, stable contract engagement (12+ months expected) with steady weekly hours.

• Approximately 30–40 hours per week initially, with the ability to flex based on workload.

• Direct ownership of meaningful, visible work — not commodity ticket churn.

• Supportive technical onboarding from an experienced developer already on the project.

• A clear, well-managed backlog with regular planning cadence.

• Opportunity to influence longer-term platform modernization decisions.

• Fully remote work; no travel required.

How to Apply

To apply, please send the following:

• An up-to-date CV / resume highlighting your ColdFusion and SQL Server experience.

• A short cover note describing one ColdFusion project you led and what made it challenging.

• Your earliest start date and weekly availability.

• Your expected hourly rate in USD.

• Your time zone and confirmation that you can cover working hours from 12.00 to 20.00 Kyiv time.

Klik is an equal-opportunity employer. We welcome applications from qualified candidates of all backgrounds, locations, and time zones, provided the working-hours overlap requirement can be met.

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