Senior 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:
- Prioritize and troubleshoot complex problems and provide complete solutions to ensure high customer satisfaction is attained
- Manage escalation from Technical Analysts to Product Development and tracking of support incidents
- Promote knowledge transfer to influence positive change and strengthen the support organization's performance
- Create documentation as required including Knowledge Base documents
- Participate on the Knowledge Base technical review board
- Periodic reporting of support activities
- Rotational Emergency Pager duties
- Stay abreast of the latest technology trends
Qualifications:
- Strong written and oral communication skills
- Ability to manage time effectively
- Strong organizational skills
- Exceptional troubleshooting skills
- Strong Systems Administration skills with Linux/Unix and Windows NT-2003 Servers
- Excellent networking knowledge (subnets, firewall concepts, ports, switches, routing and TCP/IP)
- Command line administration of Linux based servers
- Strong SQL Database support skills (resume should clearly illustrate experience)
- Experience with SNMP and WMI an asset (resume should clearly illustrate experience with these two technologies)
- Major Industry Certification (MCSE, CCNA, CNE, RHSE…)
- Understanding of Java programming principles
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