Job Description:
About Nuvollo
Nuvollo is a fast-growing cloud company focusing on managing and operating business-critical systems such as Enterprise Resource Planning (ERP) requiring high availability, and secure, predictable environments. The Nuvollo environment fosters learning new technologies and provides opportunities for growth across systems, cloud, cyber-security, and networking. We are looking for motivated individuals with a strong customer focus to join our team and make a difference every day.
Responsibilities:
- Fluent in French and English (verbal and written)
- Provide support to end-users, and escalate more complex issues when appropriate
- Follow standard helpdesk procedure, including using our ticketing system
- Route unresolved issues to appropriate team members for further investigation and resolution
- Respond to assigned help desk tickets, support and troubleshoot technical requests
- Day-to-day project support on multiple initiatives
- Install and maintain computer equipment and peripheral hardware and software.
- Prepare and install all equipment and software for new and existing users
- Meet SLAs like response and resolution times by partnering within L2, and Expert teams
- Extensively research and document customer technical issues
- Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.
- Partner with Technical Support team members on various strategic projects when needed
- Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
- Run monitoring reports for usage, performance, and/or availability.
- Document solutions for knowledge base and bring new ideas for innovation and automation excellence into the Support team.
Preferred Qualifications:
- Practical knowledge of workstation management and troubleshooting
- Experience with Windows operating systems including installation, recovery, and update
- A practical approach to application, network, and server troubleshooting
- O365 Migration hands-on experience
- Excellent communication skills
- Above all, PERSONALITY and CUSTOMER SERVICE are key. This person needs to have the ability to fit in on our team, change pace rapidly, and respond to changing priorities.
- Logical thinker
- Good analytical and problem-solving skills
- Excellent interpersonal skills with the ability to work as a team member
- Ability to interact with users in a clear and courteous manner
- Ability to prioritize tasks at hand
- 5+ years experience in help desk, IT support, or its equivalent.
- 5+ years of general IT experience
- Good experience in Customer Service
- Diploma/Degree in Information Technology or related field.
- ConnectWise Manage/Automate experience is a plus