Technical Support Engineer, intermediate (night shift)SolarWinds

Overview
The SolarWinds MSP business unit is in the process of spinning off to become its own standalone company. Our new company name is N-able, and we are seeking a Technical Support Engineer to join us on this exciting journey!
N-able creates and sells powerful and affordable software to enable the digital evolution of small and medium size businesses.
As a company, we believe that capable and confident people are key to driving results. As we continue to grow our footprint throughout the world, we've created an amazing opportunity for a motivated individual to join our team.
This position requires someone who has strong communication and interpersonal skills to compliment a technical background / aptitude resulting in an excellent standard of support for our partners. Our engineers need to be able to apply critical thinking to make decisions about how to prioritise workloads and handle multiple tasks simultaneously. Highly motivated individuals who thrive and can perform consistently in a fast-paced environment and are passionate about the quality of service they can provide are encouraged to apply.
Responsibilities
Deliver high quality service and support to partners via phone, email, and/or chat.
Use technical knowledge, problem-solving skills, and soft skills combined to provide an excellent and effortless support experience to N-able partners.
Cross functional collaboration must be used daily to provide the best response possible to our partners.
Maintain and continue to develop in-depth knowledge of N-able products and services.
Fixed North America shift coverage - Rest days on weekends and Holidays are (on a rotation basis) as you will be taking turns with other team members
Use our incident management system combined with autonomy over personal caseload to prioritize incidents and manage the load in line with our Service and experience Level Objectives.
Adheres to security best practices and process.
Qualifications
Technical degree/diploma or 1-2 years qualified experience.
Exceptional troubleshooting skills with understanding of technical support principles and ability to troubleshoot moderate to highly complex issues.
Solution Focused with excellent soft skills, hunger to improve technical knowledge and soft skills continuously throughout the career.
Effective listening and ability to communicate professionally, both verbally and written, in English.
Proficient in Windows Server operating systems, AD, file structure, registry, and event logs.
Understanding of networking and security concepts.
Knowledge in SQL, Virtual Platforms, Linux server, MacOS is a plus.
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.
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