Solarwinds MSP is seeking an experienced Technical Support Engineer to diagnose and resolve technical issues involving Remote Monitoring, Asset Tracking, Remote Connection, Patch Management, AV, Backup, Mail Security and more. The Technical Support Representative 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 who is highly technical, organized, has excellent communication and people skills and follow-through, can use good judgment, set priorities, and handle 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.
Deliver service and support to customers via phone, email, and/or chat
Provide an exceptional customer experience through issue resolution
Redirect or escalate issues appropriately when issues appropriately
Maintain thorough and accurate documentation of cases
Maintain and continue to develop in-depth knowledge of Solarwinds MSP products and services
EMEA 24/7 support (on a rotation basis)
Technical degree/diploma preferred, or qualified by experience
Knowledge in Linux, FreeBSD, MS Exchange, MS SQL, VMWare, Hyper-V, nginix is a plus
Effective listening, and ability to communicate both verbally and written, professionally
Previous experience in technical, or customer service role preferred
Basic understanding of networking terms and concepts
Proficient in Windows operating systems, file structure, registry, and event logs