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Tier 2 IT/Customer Support Specialist

Santa Clara, CA 95129

Posted: 03/26/2024 Industry: Information Technology Job Number: 49990

Job Description

Our client is seeking a Tier 2 IT/Customer Support Specialist for a remote, direct hire opportunity.  The Tier 2 IT/Customer Support Specialist will need deep EUC experience

The primary responsibilities of our Global Customer Support team are to assist customers and prospects with troubleshooting and remediating issues in implementing our suite of applications.  The GCS engineers engage with customers and prospects via chat, e-mail, and remote sessions to resolve issues and deploy solutions to help our customers realize our software suite's full potential.  GCS Engineers work closely with the Customer Success team to ensure our customers are receiving the greatest value from their investment.

GCS Engineers are experienced IT Professionals who are deeply knowledgeable in IT Operations. They  are seeking strong communicators and collaborative team players. People who excel in this role, love solving puzzles and see themselves as lifelong learners, strive to go the extra mile, and aren’t afraid to take initiative. You must be highly organized and be able to define priorities and quickly respond to customers.

  • Support customers through break/fix issues, upgrades/deployments, integrations, and utilization
  • Leverage your knowledge and experience to analyze customer environments and provide feedback on best practices
  • Provide ad-hoc assistance to Customer Success Managers, Account Executives, and Professional Services
  • Produce regular feedback to management for process and practice improvements
  • Maintain current knowledge of the entire product portfolio

  • 3+ years of experience working in a fast-paced IT Support Environment
  • Working knowledge of VDI solutions (Citrix/VMware/AVD)
  • Strong knowledge of Windows OS/Networking
  • PowerShell/Scripting Experience
  • Exceptional interpersonal and communication skill
  • Attention to detail, accuracy, proactivity, and the ability to anticipate needs.
  • Positive attitude and very customer-centric.
  • Occasional International travel opportunities

Preferred Qualifications:
  • Previous experience working with / for SaaS companies
  • Mac/Linux Familiarity
  • SAML/SSO/MFA experience
  • Additional languages other than English

Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment 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. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.


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