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About nexahire – Pioneering the Future of Technology Services
nexahire is a nationally recognized leader in technology modernization, cloud transformation, and strategic IT services. As a top‑tier nexahire Cloud Solution Provider and the largest IT services firm headquartered in San Diego, we empower organizations worldwide to accelerate their digital journeys. Our team of engineers holds more than 38 nexahire certifications, reflecting a deep commitment to expertise, innovation, and client success. At nexahire, we blend cutting‑edge technology with a people‑first culture, creating an environment where talent thrives and careers flourish.
Why Join nexahire?
Our clients love us because we deliver quality, excellence, and measurable results. As a member of the Managed Operations Center, you will be at the heart of our 24 × 7 × 365 help‑desk operation, providing essential support to a diverse portfolio of managed‑services customers. Whether you work from our modern San Diego headquarters or from the comfort of your home office, you’ll be part of a collaborative, high‑energy team that values integrity, heart, innovation, and teamwork.
Key Responsibilities – What You’ll Do Every Day
- First‑line Contact: Answer inbound help‑desk inquiries via phone and email, delivering a positive, professional first impression of nexahire.
- Ticket Creation & Routing: Log every interaction in the nexahire ticketing platform (formerly Connectwise), assign tickets to the appropriate Technical Support Specialists, and ensure accurate prioritization based on service‑level agreements.
- Ticket Monitoring & Follow‑up: Track ticket queues, communicate status updates to clients and internal teams, and drive tickets toward timely resolution while adhering to priority‑level response targets.
- Escalation & Resolution: After initial training, resolve Level 1 tickets—including desktop, server/OS, networking, and basic application issues—and escalate more complex problems per established guidelines.
- Clear Communication: Translate technical concepts into clear, understandable language for English‑speaking clients, both verbally and in written documentation.
- Documentation: Maintain thorough, accurate records of client interactions, troubleshooting steps, and resolutions within the nexahire ticketing system.
- Professionalism & Confidentiality: Uphold the highest standards of integrity while accessing client data, supporting mission‑critical environments, and complying with all nexahire policies.
- Continuous Improvement: Contribute ideas to streamline processes, enhance knowledge‑base articles, and improve overall service delivery.
- Additional Duties: Perform other related tasks as assigned, supporting the broader goals of the Managed Operations Center.
Essential Qualifications – What We’re Looking For
- Education & Experience: Associate’s or bachelor’s degree in Computer Science, Information Technology, or a related discipline, **plus** 3 + years of entry‑level troubleshooting experience (networking, server/OS, desktop, virtualization). Equivalent combinations of education and experience will also be considered.
- Customer‑Service Mindset: Demonstrated ability to provide enthusiastic, outgoing service, with a proven track record of delivering exceptional experiences to both internal and external stakeholders.
- Organizational Skills: Strong ability to prioritize multiple responsibilities in a fast‑paced environment, maintaining focus on quality and timeliness.
- Accountability: History of taking ownership of tasks, following through to completion, and learning from outcomes.
- Communication Excellence: Superior oral and written English skills, with the ability to convey technical information clearly and professionally.
- Integrity & Confidentiality: Proven commitment to safeguarding client data and adhering to privacy standards.
Preferred Qualifications – Nice‑to‑Have Extras
- Technical Certifications: nexahire or other industry‑recognized certifications (e.g., CompTIA, Cisco, VMware) are highly desired.
- Ticketing System Experience: Prior exposure to the nexahire ticketing platform (formerly Connectwise) or similar tools.
- Productivity Suite Proficiency: Working knowledge of the nexahire suite (formerly Office365) – Teams, Outlook, SharePoint, and related collaboration tools.
- Passion for IT Services: A genuine interest in building a long‑term career within the information‑technology services sector.
Core Technical Skills & Competencies
- Fundamental understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
- Basic troubleshooting of Windows and Linux server/OS environments.
- Desktop support skills, including hardware diagnostics, printer troubleshooting, and software installation.
- Familiarity with virtualization platforms (e.g., Hyper‑V, VMware) at an entry level.
- Ability to navigate and resolve issues related to user account administration, email spam filtering, and basic security settings.
- Comfort with remote support tools and screen‑sharing technologies.
Shift Structure & Availability
nexahire operates a 24 × 7 × 365 support model to serve global clients. Shifts are assigned by management based on business needs, and you will be expected to work flexible hours that may include evenings, nights, weekends, and holidays.
Work Location & Remote Flexibility
This role is eligible for remote work within any state where nexahire maintains payroll operations. Employees may work from a home office, but occasional travel to nexahire headquarters in San Diego, client sites, conferences, or off‑site events may be required.
Physical Demands & Workplace Environment
The essential functions of this position include frequent sitting and standing, fine and gross motor skills for handling equipment, and the ability to lift up to 10 lb. Clear verbal communication, active listening, and the use of visual acuity (close, distance, color, peripheral, depth perception) are required. The role may be performed in an open‑office call‑center environment or a remote home office.
Compensation & Benefits – What You’ll Receive
Base Wage Range: $21.00 – $25.00 per hour, determined by experience, certifications, education, and geographic location.
- Paid Time Off (PTO): Earn up to 10 days in Year 1, 15 days in Year 2, and 20 days after Year 3.
- 401(k) Plan: Eligibility after 90 days, with nexahire matching 50 % of the first 6 % of employee contributions.
- Holiday Schedule: 7 paid holidays plus 1 floating holiday per year (additional floating holidays after 5 years of service).
- Medical, Dental, Vision: nexahire covers 80 % of employee premiums on the base plan and 15 % of dependent costs; flexible spending accounts are available.
- Telemedicine: 24 / 7 virtual medical consultations at no cost.
- Life/AD&D Coverage: $100 K policy provided free of charge.
- Employee Assistance Program (EAP): Free financial counseling, mental‑health services, traveler assistance, and more.
- Technology Stipend: $80 per month for cell‑phone and internet expenses.
- Professional Development: Paid time and resources to pursue nexahire certifications and continuous learning.
Culture & Core Values – The nexahire Way
At nexahire, we believe our greatest strength lies in our differences. Our culture is built on four foundational values that guide every interaction:
- Integrity: We act with honesty, own our outcomes, and do the right thing—even when no one is watching.
- Heart: We genuinely care for our customers, community, and teammates, fostering an inclusive environment where every voice matters.
- Innovation: We encourage creative problem‑solving, embrace new ideas, and maintain a “yes‑to‑what’s‑next” attitude.
- Teamwork: We collaborate, support one another, and hold ourselves accountable for collective success.
Learning & Career Growth Opportunities
nexahire invests heavily in the professional development of its people. As a Level 2 Customer Support Representative, you will have access to:
- Structured mentorship from senior technical specialists.
- Internal training labs covering advanced networking, cloud platforms, and security fundamentals.
- Funding for industry certifications, including nexahire credentials and other recognized programs.
- Clear career pathways toward Level 3 support, specialist roles, or transition into engineering, project management, or consulting tracks.
- Opportunities to work on cross‑functional projects that broaden exposure to enterprise‑level implementations.
Inclusion, Diversity & Equal Opportunity
nexahire is an equal‑opportunity employer committed to building a diverse, inclusive, and authentic workplace. We consider all qualified applicants without regard to race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation. If you’re excited about this role but don’t meet every qualification, we still encourage you to apply—your unique perspective could be exactly what we need.
Application Process & Next Steps
Our hiring needs evolve continuously, so we accept applications on an ongoing basis. If you’ve applied before and weren’t selected, feel free to reapply each month as long as you remain qualified and interested. To submit your application, click the button below. By submitting your resume, you agree to the terms of our Job Applicant Privacy Policy.
Apply Now – Join nexahire Today!
Ready to Make an Impact?
If you thrive in a fast‑paced, client‑focused environment and are eager to grow your technical expertise while delivering world‑class support, nexahire wants to hear from you. Join us and become part of a team that values integrity, heart, innovation, and teamwork—every day.
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