Technical Support Rep, Intermediate

  • Company:
  • Location:
  • Salary:
    negotiable / monthly
  • Job type:
  • Posted:
    2 months ago
  • Category:
    Customer Service

SolarWinds MSPis 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, youwill 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 willpossess both technical credentials and a friendly consultative approach to solving customer problems.Primary Job Responsibilities:Work closely with SolarWinds MSP partners to develop and deploy monitoring and management solutions based on the partners service offerings and requirementsProvide telephone, email and chat support to SolarWinds MSP partners and clientsProblem identification and resolution during deploymentDocument partner issues and resolutions – KB ArticlesTriage support incidents and escalate to second line as requiredBe able to prioritize support issues while maintaining high customer satisfactionCreate internal documentation as requiredRotational shift for coverage from Monday-Friday 07:00 – 19:00 (EST)Rotational weekend pager coverageRequirements:High School diploma required, technical degree preferredDemonstrated proficiency with VM Ware, Hyper-V, Windows Server products, Active Directory, Windows, Linux, MacOSBasic 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 quicklyExperience with backup, patch management, anti-virus and remote monitoring software and solutionsAbility to manage and maintain service level agreementsWork closely with other internal SolarWinds MSP teams to resolve partner issuesExceptional troubleshooting skillsStrong written and oral communication skillsAbility to manage multiple shifting priorities and manage time effectivelyPrevious experience in sales support, technical or customer service role is required.SQL experience an assetRemote Monitoring & Management software experience an asset#LI #IN