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Solarwinds Inc. MSP Technical Support Rep, Intermediate (mid-shift) in Fort Bonifacio, Philippines

Overview

SolarWinds creates and sells powerful and affordable software, and our products and business model are differentiators in the industry. We focus on speed to value and real time problem solving for the IT professional and other users. As a company, we believe that capable and confident people are key to driving results. As we continue to grow our footprint throughout the world, we’ve created an amazing opportunity for a motivated individual to join our team as a Technical Support Engineer for our MSP business unit.

The Technical Support Engineer serves as the key interface between SolarWinds MSP and our customers. The primary goal is to make sure we create and maintain customer loyalty by delivering an effortless support experience when diagnosing and resolving technical issues for our products, including Remote Monitoring, Asset Tracking, Remote Connection, Patch Management, AV, Backup, Mail Security and more.

This role is made for you if you:

  • Are highly technical, organized and have excellent communication and people skills

  • Can use good judgment, set priorities, and handle multiple tasks simultaneously

  • Are a highly motivated individual who thrives in a fast-paced environment

  • Are passionate about quality but respectful of meeting established deadlines

  • Embody the leadership qualities of collaboration, adaptability and stakeholder focus

  • Are comfortable in both local and global working environments

At the heart of our global operations is a talented and diverse team of professionals committed to making SolarWinds MSP a market leader. We are seeking dedicated, creative and driven individuals to join our team and grow professionally with us. We provide excellent benefits, competitive salaries and promise you a world of opportunities.

Responsibilities

  • Deliver service and support to customers via phone, email, and/or chat

  • Provide an exceptional customer experience through issue resolution

  • Triage support issues; understand when to collaboratewith team members, developers, and/or sales teamand to seek additional input with the end goal of ensuring that each customer receives the most effortless support experience possible

  • Utilize Salesforce to maintain thorough and accurate documentation of cases.

  • Maintain and continue to develop in-depth knowledge of SolarWinds MSP products and services

  • EMEA shift coverage

Qualifications

Targeted Capabilities:

  • Critical thinking: Strong reasoning & analytical skills; able to structure thinking into logical flow and sequence that’s easy for others to understand; able to create and work with conceptual frameworks

  • Communication: Crisp, compelling and practical style of organizing thoughts into writing and speech;

  • Self-Management: Able to know and manage your time and your commitment; adaptable with a growth mindset in support of your own work; acts with urgency and integrity

  • Stakeholder management: Able to establish positive relationships and collaborate with others around accomplishing goals; taking responsibility as they may come and held accountable for the results

Qualifications:

  • Technical degree / diploma preferred, or 1-2 years qualified experience

  • Effective listening and ability to communicate both verbally and written in English, professionally

  • Proficient in Windows operating systems, file structure, registry, and event logs

  • Knowledge in Exchange, SQL, Virtual Platform, Linux server is a plus

  • Ability to type 45-60 words per minute with a high degree of accuracy

  • Knowledge of technical support principles and practices

  • Basic understanding of networking terms and concepts

  • Previous experience in technical, sales support, or customer service role required

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 2019-12673

# Positions 1

Category (Candidate Search) Support

Position Type Regular

Business Group SolarWinds MSP

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