Overview:

Pax8 is the leading value-added cloud-based SaaS distributor, simplifying the cloud journey for our partners by integrating technology, business intelligence, and proactive service to deliver an unparalleled experience. Serving over 3,500 partners through the indirect sales channel, our mission is to be the world’s favorite place to buy cloud products. We are a fast-growing, dynamic, and high-energy organization with a start-up feel, allowing you to make a meaningful impact on the business. Culture is important to us, and at Pax8, it’s business, and it IS personal. We are passionate, creative, and humorously offbeat. We work hard, keep it fun, and expect the best. We Elev8 each other. We Advoc8 for our partners. We Innov8 continuously. We Celebr8 life.

Pax8 not only continuously wins numerous awards in our field but we have time and again been voted among the best places to work in Denver. We are committed to our goal of being the #1 employer of choice!

Position Summary:

The Help Desk Technician is an essential role, providing support to our partners’ end-users. He/she performs daily ticket management tasks for the initial ticket triage and issue restoration. The Technician directly interacts with customers to address their end-user issues and handles escalations from Tier 1 Technicians. He/she creates value for clients that will help preserve our partners’ reputation and business.

Essential Responsibilities (includes, but is not limited to):

• Serves as escalation for Tier 1 technicians working on end user technical issues
• Provides second tier help desk support for partners’ end-users by performing advanced troubleshooting
• Strictly adheres to the use of the ticketing system for ALL incidents, changes, and problems; monitors and manages ticket work queues
• Investigates and resolves technical issues
• Follows up with customers to ensure their technical issues are resolved
• Updates our internal databases with information about technical issues and useful discussions with customers
• Shares customer feedback or suggestions with the appropriate internal team

Ideal Skills, Experience, and Competencies:

• Five (5) years’ experience as a Technical Support Specialist or similar technical service role preferred
• Ability to diagnose and resolve advanced technical issues
• Good understanding of computer systems, mobile devices, and other tech products
• Experience using help desk software and remote support tools preferred
• Excellent analytical skills & problem-solving skills combined with the ability to provide quick resolution to problems
• Ability to communicate professionally by phone and email
• Must be customer service oriented and patient to deal with difficult customers, and work well in a team oriented collaborative environment
• Demonstrates a technical awareness of network topology, protocols, and server connectivity

Required Education & Certifications:

• Associates degree or equivalent work experience
• CompTIA A+ certification
• CompTIA Network+ certification
• ITIL certification

Pax8 is the leading value-added cloud-based SaaS distributor, simplifying the cloud journey for our partners by integrating technology, business intelligence and proactive service to deliver an unparalleled experience. Serving over 6,000 partners through the indirect sales channel, our mission is to be the world’s favorite place to buy cloud products. We are a fast-growing, dynamic and high-energy startup organization, allowing you to make a meaningful impact on the business. Culture is important to us, and at Pax8, it’s business, and it IS personal. We are passionate, creative and humorously offbeat. We work hard, keep it fun, and expect the best. We Elev8 each other. We Advoc8 for our partners. We Innov8 continuously. We Celebr8 life. 

Pax8 not only wins numerous awards in our field but we have time and again been voted among the best places to work in Denver. We are committed to our goal of being the #1 employer of choice!

Pax8 is an EEOC Employer.