Technical Support Analyst
The Technical Support Analyst will join our existing Technical Support team and provide outstanding technical support of N-able Technologies software products to our Partners. The Technical Support Analyst is responsible for troubleshooting issues escalated by the first line support team, creating knowledge base articles and other documentation, providing training to first line staff and reporting issue resolution back to the Partner. The Technical Support Analyst needs to be very thorough, organized, and be able to manage time effectively in our challenging environment. Network troubleshooting skills, systems administration experience, and the ability to work with Partners and prioritize time are must have skills.
The ideal candidate will be someone with Windows NT-2003 and Linux/Unix Systems Administration experience, strong networking knowledge, exceptional communication skills (written and oral), experience working in the IT outsourcing industry, strong drive & focus, excellent prioritization skills, attention to detail, very reliable and a strong sense of responsibility.
Responsibilities:
- Provide second line support to N-able's Partners
- Manage escalation from first line support to third line support and tracking of support incidents
- Document customer issues and resolutions
- Be able to prioritize support issues while maintaining high customer satisfaction
- Create documentation as required
- Periodic reporting of support activities
- Rotational Shift for coverage from 8:30 AM EST to 9:00 PM EST
- Rotational Emergency Pager duties
Qualifications:
- Strong written and oral communication skills
- Fluent in Mandarin is an asset
- Ability to manage time effectively
- Strong organizational skills
- Exceptional troubleshooting skills
- Strong Systems Administration skills with Linux/Unix and Windows NT-2003 Servers
- Strong networking knowledge (subnets, firewall concepts, ports, switches, routing and TCP/IP)
- Command line administration of Linux based servers
- Experience with SQL Databases
- Industry experience working as a system administrator in a production environment
- Experience with Novell and Solaris an asset
- Major Industry Certification (MCSE, CCNA, CNE, RHSE...)
- Understanding of Java programming principles
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