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

Overview

The Senior Helpdesk Analyst provides hardware, software, network, and telecommunications support to the Solarwinds user community by means of timely intervention, structured problem determination, root cause analysis and documented solutions.

Responsibilities

Act as a shared initial point of contact for all user calls/chats/emails to Solarwinds Helpdesk

Receive incoming help desk calls/chats/emails, create and maintain help desk tickets, monitor help desk queue

Provide Level 1 (resolves basic customer issues) and Level 2 (more comprehensive problem solving) support of customer computer hardware, software, network, and telecommunications systems issues

In conjunction with the Network and/or Voice teams, diagnose and resolve network and phone related issues

Diagnoses, identifies, isolates, and analyzes problems and guides users through step-by-step solutions being sure to identify root cause at all times

Clearly communicates technical solutions in a user-friendly, professional manner

Diagnoses and resolves end user device hardware and software problems

Delivers, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals

Coordinates timely repair of IT equipment covered by third-party vendor maintenance agreements

Performs minor desktop hardware repair for PC computer equipment and peripherals. Occasionally helps install local area network cabling systems and equipment

Maintains and updates records the helpdesk ticketing system

Conducts hardware and software inventory database maintenance and reporting

Alerts management to recurring problems and patterns of problems

Provide training and mentorship to colleagues as needed

Qualifications

A minimum of 3 years experience providing deskside support to end-users

Knowledge of various desktop operating systems (Windows 10, Mac OS)

Experience with configuring, troubleshooting, and maintaining Cisco UC devices (deskphones, video conference)

Experience with managing and troubleshooting network printers (HP, Fuji Xerox)

Ability to deliver professional technical customer support with strong customer service skills

Strong analytical and problem solving skills with the ability to do root cause analysis

Ability to develop and maintain positive relationships with internal clients and external vendors

Strong planning and organizational skills and the ability to meet deadlines

Advanced skills with Microsoft Office suite and strong documentation skills

Experience with Problem Management and Knowledge Management is a plus

ITIL certification is a plus

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 2019-12250

# Positions 1

Category (Candidate Search) Information Technology

Position Type Regular

Business Group SolarWinds