The Tier I Support Engineer is sometimes the first impression customers have of our organization. This important position will be responsible for taking inbound customer support requests and providing solutions to hardware and software issues.  This position identifies, researches and resolves technical issues over the phone, via email, and remote connections.

Core Functions:

  • Provide first level phone support, problem recognition, research and isolation to help resolve hardware and software issues, recognizing when to escalate the issues to the Tier 2 team
  • Assist and train inexperienced or nontechnical end users in the utilization of various software packages
  • Diagnose Windows issues, which include, but are not limited to Windows 7, 8.x, 10, Server 2008 and Server 2012
  • Records and maintains accurate information within the ticketing system
  • Responsible for documenting any new or changed information regarding the customers
  • Diagnose basic virtual environment issues (VMware)
  • Interface directly with customers to make sure their needs are being met and that we provided superior customer experiences
  • Fundamental network setup and troubleshooting skills are a requirement
  • Work in a team environment
  • Other duties and responsibilities as assigned

Desired Characteristics:

  • Excellent verbal and written communication skills
  • Flexibility with scheduled work shift
  • Flexibility to work overtime as required
  • High level of Professionalism
  • Reliable and Dependable
  • Desire to learn and grow

Education:

  • College degree (preferably IT related) or equivalent work experience

Work Experience:

  • 2+ years providing technical help desk support
  • 1+ years of experience in a call center environment

Background:

Based in the Denver Tech Center, NewCloud Networks (NCN) is a unique, world class IT solution provider that has been operating over 25 years.  What began as a telecom company is now a continuously-evolving provider of various solutions with clients throughout the United States, and abroad.  We have a coast to coast nationwide network, with 10 operating datacenters.  As in the beginning, NewCloud Networks continues to offer phone solutions, circuits, and hosted PBX, but is now immersed in a greater variety of IT avenues.  We are a cloud host, internet, network, security, and managed services provider, essentially a one-stop solution for most business’ needs.  We operate in the small, medium and enterprise levels to provide for our customers.

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