Technical Support Rep, Intermediate Job Description Template
Our company is looking for a Technical Support Rep, Intermediate to join our team.
Responsibilities:
- Document partner issues and resolutions – KB Articles;
- Create internal documentation as required;
- Provide telephone, email and chat support to SolarWinds MSP partners and clients;
- Triage support incidents and escalate to second line as required;
- Be able to prioritize support issues while maintaining high customer satisfaction;
- Rotational shift for coverage from Monday-Friday 07:00 – 20:00 (EST);
- Problem identification and resolution during deployment.
Requirements:
- Familiarity with Remote Monitoring and Management platforms and the ability to come up to speed on new products quickly;
- Remote Monitoring & Management software experience an asset;
- Demonstrated proficiency with VM Ware, Hyper-V, Windows Server products, Active Directory, Windows, Linux, MacOS;
- High School diploma required, technical degree preferred;
- Work closely with other internal SolarWinds MSP teams to resolve partner issues;
- Strong written and oral communication skills;
- Ability to manage multiple shifting priorities and manage time effectively;
- Exceptional troubleshooting skills;
- Experience with backup, patch management, anti-virus and remote monitoring software and solutions;
- Ability to manage and maintain service level agreements;
- Basic understanding of networking technologies and concepts (subnets, firewalls, ports, switches, routing and TCP/IP);
- Previous experience in sales support, technical or customer service role is required;
- SQL experience an asset.