Level 3 Support Specialist

Nexthink – Boston, MA

Job Description

As a Level 3 Support Specialist you will be handling the support level 3 requests around the Nexthink solution and its different components. You will be based in our office in Boston and you will report to the Support L3 Manager. The candidate must have a previous experience in a technical position and should be willing to work in team, while also being autonomous, be ready to learn and open to feedbacks coming from his peers and superiors. She/he should be feeling a high sense of ownership of the domain she/he is responsible for.

Job Duties:

  • Level 3 support for customers, partners and colleagues all around the world during standard Spanish business hours
  • Main point of contact for the QA team for remote sessions and level 3 escalations
  • Perform deep technical tests on the support lab to dig further and help the QA team with the analysis
  • Direct handling of the troubleshooting phase including phone communication and remote sessions with the stakeholders
  • Take part in follow-up meetings with the different teams of the organization involved in the resolution of a given topic
  • Update, maintain and enhance the knowledge base
  • Seniority level: Mid-Senior Level
  • Function: Customer Service

  • Qualifications

  • At least 5 years of experience in a technical position such as support, QA, Professional Services or Pre- Sales Engineering
  • Intermediate/advanced experience in troubleshooting Linux server-side applications
  • Intermediate/advanced experience in virtualization and system and network administration
  • Basic Linux scripting skills, be able to read, understand and perform minor changes
  • Good knowledge of Windows Operating Systems
  • Excellent written and verbal communication skills in English (French is a big plus)
  • Very strong orientation towards customer service
  • Curiosity and strong attention to details

  • Additional Information

    This is an exceptional opportunity to join a fast-growing, successful and innovative company.
    Nexthink allows you to thrive in a unique work environment where the emphasis is on excellence, innovation, openness and collaboration.

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