Solarwinds Inc. Technical Support Rep, Intermediate in Ottawa, Ontario
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.
Primary Job 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
Document partner issues and resolutions - KB Articles
Triage support incidents and escalate to second line as required
Be able to prioritize support issues while maintaining high customer satisfaction
Create internal documentation as required
Rotational shift for coverage from Monday-Friday 07:00 – 19:00 (EST)
Rotational weekend pager coverage
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
Previous experience in sales support, technical or customer service role is required.
SQL experience an asset
Remote Monitoring & Management software experience an asset
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 2019-12493
# Positions 1
Category (Candidate Search) Support
Position Type Regular
Business Group SolarWinds MSP