Technical Support - VoIP and Cloud RMM

All vacancies of New ZealandInformation & Communication TechnologyTechnical Support - VoIP and Cloud RMM

Technical role focused on remote monitoring tools and VoIP. Challenging, exciting, engaging and always learning something new.

Summary about this job

Help Desk & IT Support

Company: Soft Solutions

Location: Auckland

Work type: Full Time

Salary: n\a

Phone: +64-7-976-8825

Fax: +64-6-856-1106

E-mail: n\a

Site:

Detail information about job Technical Support - VoIP and Cloud RMM. Terms and conditions vacancy

  • Great work culture and spirit
  • Opportunity to grow with the company
  • A chance to prove yourself and accelerate your career

Technical Support

You will be the point of contact for level 1 and 2 tech queries around our remote monitoring and management (RMM) portfolio, our VoIP portfolio, and leading the helm supporting our internal infrastructure. You will be supporting inbound queries both via phone and email, keeping a steady finger on the pulse throughout the process. We pride ourselves on our warm touch support keeping customers in the loop, adhering to SLA's in a timely fashion and always answering the phone and returning calls when customers reach out to us.


Key Duties

  • Deliver support excellence to our customer base via both phone and email
  • Keep within our established SLA's for awesome support keeping our customers in the loop daily
  • Stay current and technically upskilled around our RMM and VoIP portfolios
  • Record customer contact information and queries accurately in our CRM system
  • Redirect and escalate queries when appropriate and required
  • Maintain and support our internal infrastructure ensuring high availability of systems to Soft Solutions and our staff
  • Flex your troubleshooting know how and non-linear thinking capabilities
  • Lead generation through cold calling and regular quarterly marketing activities
  • Managing product trials through their lifecycle
  • Maintaining regular contact with our existing MSP Partners
  • Assisting the Product Manager with co-ordinating events
  • Staying current with vendor certifications

If you are feeling confident that you can deliver all of the above…and then some, we want to hear from you!

Who are you?

You are the kind of person who likes getting elbow deep in solving problems and enjoys engaging the new and wonderful with passion. You have some practical experience with IT support preferably with helpdesk experience and understand how to manage your time effectively and never hesitate to pick up the phone.

Your command of the English language is so engaged that you can teach a co-worker the difference between their, there and they're with ease. You have the wisdom to convey difficult concepts as simply as possible and understand that you may not have all the answers, but know where to find them

 

Who are we?

Soft Solutions is a leading distributor of MSP services, computer software and hardware in New Zealand, focussed on challenger solutions that add value for our resellers and their customers for over 22 years. We are in growth mode with our managed brands especially within our RMM and VoIP portfolios. We also provide a procurement service to our resellers for the weird and wacky hard to find solutions (GPS harness for tracking the airspeed velocity of an unladen swallow? Done!) Based out of Newmarket, we have a dynamic and friendly office culture with some fantastic sharpshooting nerf gunslingers.

The successful candidate joining our team will have the opportunity to learn and add new IT skills to their existing understanding and experience, as well as a brilliant upskilling within globally leading VoIP technologies and RMM intricacies.

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