Tier 1 Technical Support Specialist - Columbus

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.

Log, track, and update support tickets in the ticketing system.

Communicate effectively with users to understand and resolve their technical issues.

Document troubleshooting steps, solutions, and technical processes in the knowledge base.

Perform basic system administration tasks such as account provisioning, configuration changes, and system updates.

Work closely with other support teams to ensure issues are addressed quickly and efficiently.

Required Skills and Qualifications :

Basic understanding of computer systems, hardware, and software.

Strong communication skills, both verbal and written.

CompTIA A+ or equivalent certification.

Experience :

Work Environment :

Why Join Us?

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