msp Technical Support rep, intermediate (night shift)SolarWinds

Overview
Our new company name is N-Able and we are seeking a Technical Support Engineer, Intermediate (Night Shift) for our site in Manila PH (BGC) that will diagnose and resolve technical issues involving Remote Monitoring, Asset Tracking, Remote Connection, Patch Management, AV, Backup, Mail Security and more. The Technical Support Engineer serves as the key interface for our customers with the primary goal of making sure we create and maintain customer loyalty by delivering an effortless support experience.
Responsibilities
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
Maintain thorough and accurate documentation of cases
Maintain and continue to develop in-depth knowledge of Solarwinds MSP products and services
Fixed Night Shift Schedule (North America/Canada Support 24/7. Rest days on weekends and Holidays are (on a rotation basis) as you will be taking turns with other tech engineers.
Qualifications
Cloud and Backup
Advanced troubleshooting experience on any of the following:
PC hardware/software
Server Management (e.g. Windows 2012/2016+)
Network devices (e.g. Cisco, Juniper)
Detailed knowledge and demonstrated experience on any of the following:
Scripting using Powershell
Windows Server 2012/2016 logging and reporting concepts
Windows operating systems, file structure, registry, and event logs
Event Viewer, Group Policy, Active Directory, Microsoft SCCM, Certificates, TLS/SSL
Solid understanding on the following:
Common network services like DNS, Web Servers (IIS, Apache), FTP Servers, Email Servers, and Database Systems Administration.
Networking protocols TCP/IP, UDP, SMTP, FTP, HTTP, SNMP, Syslog, SSH etc.
Exchange, SQL, Virtual Platform, Linux server
Chat support experience with the ability to type 45-60 words per minute with a high degree of accuracy
Effective listening, and ability to communicate both verbally and written, professionally
About N-able
N-able is the leading global provider of complete IT management and Automation solutions for Managed Service Providers (MSPs). Our award-winning product suite includes the industry's #1 RMM Service Automation Platform and has a proven track record of helping MSPs standardize and automate the setup and delivery of IT services to achieve true scalability. We are passionate that the MSPs who use our products everyday should be excited about them. That's why we put our users first in everything we do and strive to deliver powerful functionality while making their jobs easier.
Your resume is included in the selection process, and will be carefully reviewed by a talent acquisition professional. Once we've identified that your skills/experience match the criteria, one of our staffing specialist will reach out to you shortly to discuss the details of the role and steps in the hiring process.
Please note that this will be on a "Work from Home set-up" until further notice is given to report onsite (BGC). The hired professional will be issued a device/IT peripherals to perform his/her tasks.
SolarWinds

Fort Bonifacio, Makati City, Metro Manila
Permanent
Full-time