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Careers: Technical Support Analyst - N-able
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:
N-able Technologies® is the global leader in network and systems management software and services for managed service providers (MSPs) and IT professionals. N-able's award-winning N-central software and complementary toolsets are proven to reduce IT support costs, improve network performance and increase productivity through the proactive monitoring, management and optimization of IP-enabled devices and IT infrastructure. N-able maintains operations in North America, the U.K., the Netherlands and Australia. Network Monitoring & Remote Management Software - N-able
Join the N-able Team!
N-able Technologies invites you to consider an exciting career opportunity as part of a team of talented and dedicated professionals, within an exploding market space.
At N-able, we offer an environment that reflects creative ideas, quick thinking, teamwork and personal dedication. While we expect a lot from our team members, we respect the value each person can bring to our organization. We promise to foster an environment of growth: your growth as a professional, the growth of the IT service management market and the inevitable growth of N-able as a company.
Current positions
To contact us about any of the positions listed below, please email your resume and salary expectations to hr@n-able.com, or fax to 613-592-2242.
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 8:00 AM to 11:00 PM
- Rotational Emergency Pager duties
- 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
- 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
N-able Technologies® is the global leader in network and systems management software and services for managed service providers (MSPs) and IT professionals. N-able's award-winning N-central software and complementary toolsets are proven to reduce IT support costs, improve network performance and increase productivity through the proactive monitoring, management and optimization of IP-enabled devices and IT infrastructure. N-able maintains operations in North America, the U.K., the Netherlands and Australia. Network Monitoring & Remote Management Software - N-able
Join the N-able Team!
N-able Technologies invites you to consider an exciting career opportunity as part of a team of talented and dedicated professionals, within an exploding market space.
At N-able, we offer an environment that reflects creative ideas, quick thinking, teamwork and personal dedication. While we expect a lot from our team members, we respect the value each person can bring to our organization. We promise to foster an environment of growth: your growth as a professional, the growth of the IT service management market and the inevitable growth of N-able as a company.
Current positions
To contact us about any of the positions listed below, please email your resume and salary expectations to hr@n-able.com, or fax to 613-592-2242.
