IT Solutions Technician

**Redefine the future of customer experiences. One conversation at a time.**:
We're changing the game with a first-of-its-kind, conversation-centric platform that unifies team collaboration and customer experience in one place. Powered by AI, built by amazing humans.

Our culture is forward-thinking, customer-obsessed and built on an unwavering belief that connection fuels business and life; connections to our customers with our signature Amazing Service®, our products and services, and most importantly, each other. Since 2008, 100,000+ companies and 1M+ users rely on Nextiva for customer and team communication.

If you're ready to collaborate and create with amazing people, let your personality shine and be on the frontlines of helping businesses deliver amazing experiences, you're in the right place.

**Build Amazing - Deliver Amazing - Live Amazing - Be Amazing**:
**Key Responsibilities**:

- 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.
- 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 customers' 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 IT Technical Support role.
- 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.

**Rewards & Benefits**:
Major Health insurance for you and for your legal partner and children under 25 years
Vision and Dental covered
Life Insurance - 24 times your monthly salary
30-day Christmas Bonus (Aguinaldo)
50% Vacation premium
12 days for vacations on your first-year anniversary
Newly hired full-time employees of Nextiva earn ten (10) personal days before their first anniversary
After your first year you will be entitled to 5 personal days each year after each anniversary date additional to your vacation days
Company matched Food Vouchers - You receive 1 x monthly UMA (Unidad de Medida y Actualización) per month
Company matched savings fund - 13% of your monthly salary capped to 1.3 times the annual value of the UMA

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.

LI-RQ1 #LI-Onsite