Role overview

Qualifications

Good knowledge of network problem analysis, troubleshooting, and technical support
Knowledge of Microsoft operating systems (workstations and servers)
Strong communication skills with an easy-going personality under different situations

Responsibilities

Perform technical analysis and troubleshooting of reported software problems, reproduce them in a virtual/test lab environment, and coordinate with developers to implement fixes.
Serve as the primary contact between customers and software developers; respond to issues via ticketing system (Atlassian Service Desk), remote sessions, chat, or phone, and communicate actions per SLAs.
Triage issues, identify fault area (code, environment, or configuration), and collaborate with the appropriate teams to resolve; document actions for internal and customer communication.
Provide internal and external technical training (optional) and on-site/installation support; coordinate between NT-ware 3rd level support, development, project, and QA teams.

Key facts

Remote from: Anywhere
Full time
Technical Support Specialist
English

Hard skills

Microsoft Operating Systems Network Troubleshooting Remote Technical Support Escalation Management Virtualization Engineering Documentation LiveChat Service Level Management Technical Training Root Cause Analysis Help Desk Support Issue Management Configuration Design Technical Training

Other skills

Calmness Under Pressure
Communication
Teamwork
Customer Service
Social Skills
Problem Solving

About the company

TheTalentos

Staffing & Recruiting

Talentos, founded in 2021, is your trusted partner in fostering excellence and happiness for both businesses and individuals. We specialize in serving small and medium-sized businesses, providing a comprehensive suite of services that include HR consulting, Coaching, and Talent Management solutions.For Businesses:🚀 HR Consulting: Our team of experts collaborates with your organization to optimize your HR strategies, streamline processes, and enhance employee engagement. We’ve shared our expertise as pioneers of culture change using scientific happiness to create profitable, culture.🌟 Talent Management: At Talentos, we recognize that talent is at the core of every successful business. We assist you in identifying, nurturing, and retaining top talent, helping your organization thrive in today’s competitive landscape.💪 Wellness Solutions: Employee well-being is paramount to productivity and success. We offer wellness programs and initiatives that promote a healthy and balanced workplace, boosting morale and reducing absenteeism.For Individuals:🌐 Career Coaching: Whether you’re exploring new opportunities, seeking advancement, or navigating a career transition, our coaches provide guidance and support.📝 Resumé Writing: A standout resumé is your ticket to securing interviews. Our experts craft resumés that highlight your skills, experience, and accomplishments, making you a top candidate in your desired field.🎯 Interview Preparation: We offer interview coaching to help you build confidence, answer tough questions, and leave a lasting impression on potential employers.💼 Salary Negotiations:.Our specialists guide you through salary negotiations, ensuring you receive the compensation you deserve. Our mission at Talentos is to create happiness at work and foster a workplace where employees are not just productive but truly happy. Together, we can create a brighter, happier future for businesses and professionals alike. 😁💼🚀ℹ️ Contact us today!

Company details

Company typeStartup

IndustryStaffing & Recruiting

Company size2 - 10

Links

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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

NT-ware 3rd Level Support (globally, English)
NT-ware Development (Germany, English)
NT-ware Project Team (globally but mainly USA)
NT-ware QA (Germany, English)

Performance Measures

Customer satisfaction
Satisfaction with training delivered (optional)
Escalation quality to NT-ware Development
Ticket resolution rate

MUST HAVE:

Good knowledge of network problem analysis, troubleshooting, and technical support

Knowledge of Microsoft operating systems (workstations and servers)

Strong communication skills with an easy-going personality under different situations.