Junior Support Technician – Tier 1 Position Available In Mecklenburg, North Carolina

Junior Support Technician – Tier 1 OneCloud Corporation 6000 General Commerce Drive, Charlotte, NC 28215

Description:

Job Summary OneCloud seeks tech-savvy individuals for front-line support, aiding clients with a range of information technology-related issues encompassing desktops, mobile devices, network services, and telephony equipment. This position is an in-office workspace, located in Charlotte, NC. Successful technicians prioritize first-class customer service, engaging customers through various communication channels, attentively addressing concerns, fostering customer relations, and proficiently troubleshooting diverse issues. Additionally, this role entails testing new in-house technologies and fostering enthusiasm for innovative solutions and products. Duties/Responsibilities Handle, oversee, and support technical issues and inquiries initiated via online platforms and phone calls. Research, respond to, and accurately resolve cases of moderate complexity efficiently while following team standards. Assess, prioritize, and monitor support tickets, escalating incidents to the relevant support teams if issues cannot be resolved independently. Continuously track the entire lifecycle of assigned tickets to guarantee resolution. Handle inquiries across Voice, Webchat, and Ticketing systems encompassing various areas including: Password resets Basic Windows support Phone system programming Network troubleshooting Mobile App assistance Software installation and removal Diagnosing Hardware and Software issues Remote troubleshooting and assistance Referrals to sales for solution upsells if identified Perform general administrative tasks, including managing clients in service/CRM software, maintaining logs and time records for support tickets, and documenting hardware, networks, and equipment. Work with proper teams to communicate ongoing problems and issue resolutions. Perform other duties as assigned.

Requirements:

Strong analytical and problem-solving skills. Capacity to swiftly and effectively acquire new skills. Desire to learn and retain new information. Ability to communicate effectively (both verbally and in writing). Excellent organizational and interpersonal skills. Highly motivated self-starter capable of leading initiatives and collaborating effectively within a team. Ability to perform comfortably in a fast-paced, deadline-oriented work environment. Must be willing to commute and work in the Charlotte Area. Education/Certifications and Experience Degree or certification in General IT/Computer field, or equivalent experience. Entry-level Networking experience. Familiarity of UCaaS and CCaaS. Zoho (or CRM/ERP) working knowledge. Previous Customer Service experience. This position

REQUIRES

a passing score on the SSCA® Networking Certification test (course and associated tests will be supplied by OneCloud and can be reviewed at the following web link https://www.thesipschool.com/courses/view). Physical Requirements Prolonged periods of sitting or standing at a desk and working on computers. Must be able to lift 15 pounds at times. May be required to work on-call or long hours in case of network malfunction. This is not a remote position. Benefits Comprehensive Benefits (Health, dental, vision, and retirement plans) Competitive Salary with performance-based incentives Innovative Environment