Offer summary

Qualifications:

Strong knowledge of network problem analysis and troubleshooting., Experience with Microsoft operating systems (workstations and servers)., Excellent communication skills and customer service orientation., Educational background in a relevant technical field preferred..

Key responsibilities:

Troubleshoot and analyze reported software issues in a virtual environment.

Serve as the primary contact between customers and software developers.

Provide technical training to colleagues and support for external and on-site installations.

Respond to customer issues via ticketing system, remote sessions, chat, or phone, ensuring timely resolution.

Job description

RESPONSIBILITIES:

As a Technical Support Specialist (Technical Support Expert (NTW)) working in our Melville office (Work from home possible after the initiation boarding phase) you will be responsible for the technical analysis and troubleshooting of reported software problems which you will reproduce in a virtual environment and/or test lab. You will be the direct contact between our customers and the software developers. The provision of technical training to your colleagues internally, as well as external and on-site/installation support, complete the range of tasks.

Triage customers reported issues and respond to them via a ticketing system (Atlassian Service Desk), remote sessions, chat or phone
Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) to implement the fix
Respond to user-reported issues in adherence to established Service Level Agreements
Document actions to effectively communicate information internally and to customers
Link between NT-ware 3rd level support team and NT-ware development, project team, and QA department
Provide internal and external advanced technical training (optional)
Passion for customer service and teamwork

Key Relationships Internal