Nextiva’s IT Solutions team is seeking an experienced and proactive End User Support Specialist to join our team. As a Level 1 technician, you will be responsible for providing first-level support to our end-users, including triaging and basic troubleshooting. You will also ensure a positive end-user experience by identifying and addressing potential issues before they become problems. The successful candidate will have excellent communication skills, be customer-oriented, and have a passion for technology.

Key Responsibilities

• Provide first-level technical support to end-users via email, chat, and remote assistance tools.
• Act as the first point of contact for end-users, ensuring prompt and courteous service delivery.
• Conduct basic troubleshooting and triaging of technical issues, ensuring prompt resolution or escalation to the next level of support.
• Ensure end-users have a positive experience by identifying and addressing potential issues before they become problems, and by providing clear and concise instructions and guidance.
• Assist with the deployment and maintenance of end-user hardware and software, including workstations, laptops, mobile devices, and peripherals.
• Provide training and support to end-users on common applications and systems, including Microsoft Office Suite, email, and conferencing tools.
• Maintain accurate and detailed documentation of support requests, resolutions, and user information.
• Collaborate with other technicians on the IT Solutions Team to escalate and resolve complex technical issues, and to identify and implement process improvements.
• Continuously develop and enhance technical knowledge and skills, staying up to date with industry trends and best practices.

Core Values for IT Solutions

• End User Experience: Prioritize the end-user experience in all our solutions and services.
• Innovation: Continuously explore new technologies and ideas to improve our services and products.
• Collaboration: Work together to achieve common goals and objectives.
• Accountability: Take responsibility for our actions and deliver on our commitments.
• Integrity: Act with honesty and transparency in all our dealings.
• Proactivity: Anticipate and act on opportunities and challenges.
• Continuous Improvement: Strive to continuously improve our processes, products, and services.
• Adaptability: Adapt quickly to changing circumstances and requirements.
• Respect: Treat each other with respect and dignity.
• Empathy: We put ourselves in our end users’ and colleagues’ shoes and seek to understand their perspectives.

Qualifications

• High School Diploma or GED required; some college or technical education preferred
• 1-2 years of experience in a Level 1 Technical Support role
• Basic knowledge of Windows operating systems, Microsoft Office Suite, and other common end-user software applications
• Effective communication and interpersonal skills
• Customer service orientation and ability to handle challenging situations with tact and professionalism
• Proactive approach to identifying and addressing potential issues before they become problems
• Familiarity with remote assistance tools and ticketing systems
• Ability to work independently and as part of a team in a fast-paced environment
• Industry certifications such as CompTIA A+ or Microsoft Certified Desktop Support Technician (MCDST) are a plus
• Knowledge of a ticketing system like Jira

If you are passionate about working for a Tech Company and want to be a part of a dynamic team that values innovation, collaboration, accountability, integrity, proactivity, continuous improvement, end-user experience, adaptability, respect, and empathy, we encourage you to apply for this exciting opportunity.

Nextiva Core Competencies / DNA:

• Drives Results:  The successful candidate will be action oriented, with a passion for solving problems.  They will bring clarity and simplicity to ambiguous situations.  This individual will challenge the status quo; asking what we can do differently and finding ways to create and build more success.  S/he is a change agent, prepared to lead and drive changes as we transform. 
• Critical Thinker:  The successful candidate is fact based and data driven, able to understand and articulate the “why,” identifying key drivers and learning from the past.  They are forward-thinking, anticipating problems before they arise.  They’ll recommend and action well thought out solutions, understanding the risks and dependencies. 
• Right Attitude:  The successful candidate will be team-oriented, collaborative and competitive with a winning mindset; they’re resilient and able to easily bounce back from setbacks.  S/he will be able to zoom in / out, willing to be hands-on to help solve important problems while being a motivating figure for the team along the way.  S/he will embrace a culture of service and learning with a focus on caring, supporting and respecting our customers and team members.

Compensation, Rewards & Benefits:

Nextiva provides a comprehensive employee benefits package that includes medical (including supplemental plans for accident, hospitalization and critical illness), telemedicine, dental, vision, disability, life insurance, legal assistance, an Employee Assistance Plan, paid parental bonding leave, PTO for hourly employees and Flexible Time Off (FTO) for salaried employees, an employee long-term savings plan (401k) through Fidelity with Nextiva matching, comprehensive employee wellness programs and loads of learning and development opportunities which are coupled with career paths to last a lifetime.

Interested in joining our amazing team at Nextiva HQ? Apply today as we launch the future of business conversations! 🚀

To check out what’s going on at Nextiva, check us out on Instagram, Instagram (MX), YouTube, LinkedIn, and the Nextiva blog. 

In 2022, Nextiva has been recognized by Comparably as the ‘Best Place to Work’ in the following categories: Best Company Leadership, Best CEO for Women, Best Global Culture, and Best Places to Work in Phoenix.

Additional workplace awards include 2021 LinkedIn Talent Employee Engagement Champion, Comparably’s Best CEO 2021, Best Company Culture 2021 and 2018, Best Company Compensation 2022, 2021 and 2019, and Glassdoor’s 2020 Best Places to Work.

Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit USCIS. 

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