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Solarwinds Inc. Helpdesk Analyst, Senior in Fort Bonifacio, Philippines

Overview

  • The Helpdesk Analyst is responsible for providing IT support to Solarwinds employees from various global locations (including Manila). The primary task of the Helpdesk Analyst is to address break-fix issues and service request fulfillment. It is also expected for the Senior Helpdesk Analyst to work together with various other support groups to address any IT-related stakeholder requirement.

Responsibilities

  • Respond to end user support requests and close within service level targets

  • Support users via chat, phone, email, and/or deskside assistance

  • Perform installation, configuration, and upgrades on desktops, laptops, peripherals, and/or software applications

  • Perform various account administration tasks

  • Coordinate with multiple support groups to address break-fix issues or service request provisioning

  • Positive, service-driven attitude

  • Other duties as assigned

  • The selected candidate will be assigned on the evening Shift.

Qualifications

  • Degree in IT or related field (or qualified by experience)

  • Work experience in a similar technical role, or technical support role is highly desirable

  • Ability to work independently and conscientiously

  • Willing to work in a shifting schedule

  • Attention to detail and strong multi-tasking capabilities

  • Excellent verbal and written communication skills

  • Good understanding of networking and VoIP fundamentals

  • Experience with O365, Exchange, and AD account administration

  • Experience with Mac troubleshooting and JAMF deployment

  • Certification or familiarity with ITIL framework is a plus

  • Experience with CUCM is a plus

Location PH-Fort Bonifacio, Taguig

SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.

Job ID 2020-14260

# Positions 1

Category (Candidate Search) Information Technology

Position Type Regular

Business Group Core IT

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