Solarwinds Teir II Helpdesk Professional

 

Position:
Full-Time
Location: 
Remote
Start Date: 
ASAP
Nationality:
Any
Positions:Two

Windows Management Experts (WME) is looking for two open roles to fill up the Solarwinds tier-2 helpdesk positions for one of our valued clients. The ideal Solarwinds resources must ensure the smooth delivery of digital business agility to our client company.

These Solarwinds professionals will be responsible to ensure a seamless customer-support service for our client company. They will perform the responsibility of handling technical upswings and advanced queries that are generally beyond the skill level of the tier-1 support representatives.

As end-user support professionals work directly with technology users, they must have decent communication skills, and the ability to calm them down and satisfy them under pressure. The candidates must be thoroughly professional and experienced in providing services for mobile devices & user profile updates.

The tier-2 support professionals at WME are expected to communicate congenially with our end-users explaining sophisticated details of the product to them, and getting deeper into or resolving errors themselves.

The perfect candidates are expected to build a best-in-class Solarwinds support mechanism and provide the best possible service to our clients. For this, the resources must be willing to regularly provide developers with their vital assessments and ideas so that they may innovate on the products.

All in all, the desired Solarwinds tier-2 support resources at WME are expected to be able enough to provide a high-quality user experience to mobile users. They will be the ones who not only enjoy fixing things up but also enjoy empowering users with the insights to do things for themselves in the future.

Exclusive Experience Required:

  • 1 year of Solarwinds tier-2 helpdesk experience
  • 6 months of outlook support
  • 6 months of apple and android support

Skills/Qualifications:

  • Subject matter expertise in Solarwinds tier-2 helpdesk support.
  • Administration, maintenance, and debugging of user problems for adverse event tracking, document management system, and reporting system.
  • Proficient with MS Outlook.
  • Quick and accurate problem troubleshooting on both Android & Apple mobile devices.
  • Graceful mannerisms and ability to work calmly under pressure.
  • The ability to work full-time hours without losing your focus.
  • Ample understanding of technical English to understand software manuals and low-level details.
  • Sound psychological skills to satisfy end-users if their issue is still unresolved.
  • The ability to break down technical jargon and abstract details into simple consumable content for the end-users
  • The ability to facilitate end users by preempting their intent and rephrasing their problems in a more structured and understandable way.
  • Positive attitude, high energy, and multitasking abilities.
  • Excellent problem-solving and technical skills.

Preferred Additional Qualifications:

  • 1-3 years of experience in a technical role (technical sales, support, networking, etc.)
  • A Bachelor’s degree in Computer Science or any other related field, or equivalent experience.
  • Development experience at a SaaS company.
  • Experience in end-to-end App development with modern technologies (Python, Node JS, .NET, etc.) and using web APIs
  • Exclusive experience with mobile devices & user profile updating.

Responsibilities of an Exemplary Solarwinds Tier-2 Helpdesk Support Professional:

  • Provides subject matter expertise and services in Solarwinds tier-2 helpdesk support.
  • He’ll be the first one to analyze and get hold of our products.
  • Provides excellent support to end users and developers & designers.
  • Write codes and documentation snippets to help developers improve our services easily and quickly.
  • Coordinates and streamlines new user access and establishes systems supported by various groups.
  • Assumes the lead role of a tech-savvy end-user problem solver in our consultations, webinars, and one-on-one demonstrations to educate teams on different features.
  • Empowers our developers to build improvised solutions by providing process change suggestions on key user-side issues.
  • Stays in contact with the developers to gain deep insights into our products and services.
  • Schedules calls with users if they need to troubleshoot a technical problem.
  • Gradual upskilling of the tier-1 support professionals by having repeated consultations with them.
  • Contributes to the system’s improvement and participates in client meetings when needed.
  • Might be required to purchase gadgets and related accessories for job purposes in a specified range of budget.
  • Shows strong work ethic and interpersonal skills.

Core Values:

  • Integrity (Doing What’s Right)
  • Inclusion (Encouraging Diversity)
  • Teamwork (Working Together)
  • Excellence (Being Your Best)
  • Accountability (Taking Personal Responsibility)

Disclaimer

All the qualified applicants will receive due consideration for employment without any regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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