Support L3 Specialist
Nexthink is the global leader in digital employee experience management. Our products allow enterprises to create highly productive digital workplaces for their employees by delivering optimal end-user experiences. Through a unique combination of real-time analytics, automation and employee feedback, Nexthink gives IT teams the insight they need to empower and even delight people at work.
Headquartered in Switzerland with US headquarters in Boston, Nexthink also has offices in France, UK, Germany, Spain and UAE. Our growing team of Nexthinkers is proud to be making the digital work lives of nearly ten million employees across 1,000 customers more productive.
At Nexthink, we believe actions are stronger than words when it comes to diversity, inclusivity, and equity in the workplace. Nexthinkers are multinational and multilingual, and come from all walks of life. We are committed to hiring a genuinely representative workforce that can create solutions and foster innovation for the modern digital employee experience. Join us today!
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 Boston office.
The candidate must have a previous experience in a technical position, 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.
- Level 3 support for customers, partners and colleagues
- 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
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
- 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.