Technical Support Rep, Intermediate

CA-ON-Ottawa
Job ID
2017-9764
# Positions
1
Category (Candidate Search)
Support
Position Type
Permanent

Overview

SolarWinds MSP is the world’s largest SaaS based ITSM software developer. Focused on the real-world needs of IT professionals, SolarWinds products are downloadable, easy to use and maintain, and provide the power, scale, and flexibility needed to manage today’s complex IT environments.

 

As the successful candidate, you will be responsible for providing world-class technical support for our global customers utilizing our award-winning network management software. Answering technical support questions via telephone, email and other channels as defined you will possess both technical credentials and a friendly consultative approach to solving customer problems.

Responsibilities

  • Work closely with SolarWinds MSP partners to develop and deploy monitoring and management solutions based on the partners service offerings and requirements
  • Provide telephone, email and chat support to Solarwinds MSP partners and clients
  • Problem identification and resolution during deployment and usage of the N-central platform
  • Document partner issues and resolutions - KB Articles
  • Triage support incidents and escalate as required
  • Be able to prioritize support issues while maintaining high customer satisfaction
  • Deliver product training to partners and internal technical support staff
  • Rotational shift for coverage from Monday-Friday 07:00 – 20:00 (EST)
  • Rotational weekend pager coverage

Qualifications

  • High School diploma required, technical degree preferred
  • Demonstrated proficiency with VM Ware, Hyper-V, Windows Server products, Active Directory, Windows, Linux, MacOS
  • Basic understanding of networking technologies and concepts (subnets, firewalls, ports, switches, routing and TCP/IP)
  • Familiarity with Remote Monitoring and Management platforms and the ability to come up to speed on new products quickly
  • Experience with backup, patch management, anti-virus and remote monitoring software and solutions
  • Ability to manage and maintain service level agreements
  • Work closely with other internal Solarwinds MSP teams to resolve partner issues
  • Exceptional troubleshooting skills
  • Strong written and oral communication skills
  • Ability to manage multiple shifting priorities and manage time effectively
  • Strong organizational  and presentation skills
  • Previous experience in sales support, technical or customer service role is required.
  • Major Industry Certification (MCSE, MCSA, MCSD, MCP, CCNA, etc.) an asset

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