Hybrid Support/Field Analyst

Equal Employment Opportunity Statement

Klik Solutions is an equal opportunity employer and complies with all applicable federal, state, and local laws prohibiting discrimination in employment. In all hiring and employment practices, Klik Solutions does not discriminate against any employee or applicant based on race, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, citizenship status, disability, genetic information, marital status, veteran status, or any other protected characteristic under applicable law.

Reasonable Accommodation Policy

Consistent with the Americans with Disabilities Act (ADA), Klik Solutions is committed to providing reasonable accommodations to qualified applicants and employees with disabilities. If you need assistance or accommodation due to a disability, please contact [HR contact information]. All requests for reasonable accommodation will be evaluated on a case-by-case basis in accordance with applicable laws.

About Klik Solutions

Klik Solutions has evolved far beyond its origins as a Managed Services Provider (MSP). Today, we are a comprehensive technology solutions provider offering a broad spectrum of services, including digital marketing, data services, software and application development and integration, compliance, security solutions, and cloud expertise.

We partner with our clients to provide end-to-end technology solutions, helping them thrive in the digital era through robust IT structures, strategic digital marketing, data-driven insights, regulatory compliance, security measures, and seamless software and application integration.

The Hybrid Analyst will provide technical service and customer support during field visits or dispatches and remote support when not dispatched in the field. When dispatched out into the field, you’ll be responsible for managing all on-site installation, repair, maintenance, and tasks, diagnosing errors or technical problems and determining proper solutions, as well as working with our teams remotely to solve any client issues outages. When not dispatched in the field, you will be working in the Support Center to respond to incidents or service requests using the PSA ticketing system and phone system for all calls, emails, and voicemails. 

Role and Responsibilities:

• Provide service and customer support during field visits or dispatches
• Provide technical support to customers remotely when not dispatched in the field (Support Center)
• Apply best practice troubleshooting techniques to identify problems, investigate causes, and recommend a solution
• Document incidents and requests in PSA managed ticketing system, record actions, and follow up on deferred actions
• Keep customers informed of the progress and status of calls/tickets throughout the resolution
• Ensure the ticket queue has accurate statuses on tickets
• Troubleshoot, analyze, resolve, track, escalate, and document all incidents and requests.
• Escalate to the appropriate department 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 Service Delivery Managers when assigned.
• Respond to users in a friendly and professional manner, ensuring all responses are technically accurate, documented, updated, and closed per SLAs.
• Maintain all Support Center and Field metrics and KPIs
• Manage all on-site installations, repair, maintenance, and special project tasks.
• Safely operate vehicles and use field automation systems
• Follow all the company’s documented procedures and protocols
• Mandatory participation in the on-call rotation
• Comprehend customer requirements and make appropriate recommendations/briefings.
• Build positive relationships with customers.

• Proven Field Service experience
• Ability to troubleshoot, test, repair, and service technical equipment
• English literacy
• Ability to work flexible shifts and to adapt to changing work schedules
• Familiarity with mobile tools and applications
• Technical degree or certification
• Must have own vehicle and valid driver’s license
• Familiarity with Kasesya, Autotask, and Auvik is a plus