Solarwinds Inc. Technical Support Rep, Security in Ottawa, Ontario

Overview

Solarwinds MSP is seeking an experienced Technical Support Rep.-Security. The role will be focused on our security related product offerings and requires a highly technical, organized individual to diagnose and resolve technical issues involving Antivirus software and systems, security and more. The Technical Support Engineer is the key interface between Solarwinds MSP and our customers with the primary goal of making sure overall quality and customer satisfaction goals are exceeded.

This position requires someone with excellent communication and people skills, follow-through, can use good judgment, set priorities, who enjoy problem solving and are capable of handling multiple tasks simultaneously. Highly motivated individuals who thrive in a fast-paced contact center environment and are passionate about quality but respectful of meeting established deadlines with superior interpersonal skills are encouraged to apply.

Responsibilities

  • Work closely with Solarwinds MSP partners to deploy, manage and support security solutions, specifically Antivirus systems.

  • Analyze and interpret detailed information regarding exploits and vulnerabilities to identify remediation steps to assist SolarWinds MSP partners eliminate current and future threats.

  • Provide guidance and instruction to SolarWinds MSP partners on best practices in deploying and the use of Antivirus and other security products.

  • Maintain and expand knowledge of current security products.

  • Work closely with other internal Solarwinds MSP teams to resolve partner issues.

  • Provide telephone, email and chat support to Solarwinds MSP partners and clients.

  • Problem identification and resolution during deployment.

  • Document partner issues and resolutions via KB Articles.

  • Triage support incidents and liaise with application engineering and development as required.

  • Ability to prioritize support issues while maintaining high customer satisfaction.

  • Create internal documentation as required.

  • Deliver product training to both Solarwinds MSP partners and internal technical support staff.

  • Rotational shift for coverage from Monday-Friday 07:00 – 20:00 (EST).

  • Rotational weekend pager coverage.

Qualifications

  • Previous experience providing Antivirus support, preference given to previous support experience for Antivirus providers or security software and systems.

  • Hands on experience in identifying and remediating malware, AV infections, trojans, vulnerability scanning and threat monitoring. Experience with security software and systems preferred.

  • Ability to manage and maintain service levels with SolarWinds MSP partners.

  • Exceptional troubleshooting skills.

  • Strong written and oral communication skills.

  • Ability to manage multiple shifting priorities and manage time effectively.

  • Strong organizational and presentation skills.

  • High school diploma required, technical degree preferred.

Considered Assets:

  • Knowledge of VM Ware, Hyper-V, Windows Server products, Active Directory, Windows, Linux, MacOS.

  • Knowledge of networking technologies and concepts (subnets, firewalls, ports, switches, routing and TCP/IP).

  • Major Industry Certification (CompTIA Security+, CEH, CISSP).

  • Familiarity with Remote Monitoring and Management platforms and the ability to come up to speed on new products quickly.

  • Bilingualism English / French.

#LI #IN

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 2019-12327

# Positions 1

Category (Candidate Search) Support

Position Type Regular

Business Group SolarWinds MSP