Global Technical Support Expertise
5 days ago
About Our Company
N-able, Inc. (NYSE: NABL) is a global software company that transforms IT possibilities into capabilities. We partner with technology leaders to support companies worldwide by offering secure infrastructure and tools to navigate their evolving IT needs.
We're seeking a Technical Support Engineer to join our team. As a member of our global team, you'll have the opportunity to work collaboratively with cross-functional teams to deliver exceptional support experience to our partners.
Your Key Responsibilities
- Diagnose and resolve technical issues involving Remote Monitoring, Asset Tracking, Remote Connection, Patch Management, AV, Backup, Mail Security, and more.
- Work collaboratively with cross-functional teams to deliver excellent support experience to our partners.
- Maintain thorough and accurate documentation of cases, redirecting or escalating issues appropriately.
- Prioritize incidents in the incident management system, with autonomy over personal caseload, in line with the Service and Experience Level Objectives.
- Maintain and continue to develop in-depth knowledge of N-able products and services.
- Provide 24/7 support with rotational weekends and holidays.
Your Essential Qualifications
- Technical degree/diploma or 2+ years' experience in troubleshooting server, network, email, and endpoint security issues (moderate to highly complex).
- Detailed knowledge with demonstrated experience in Windows Server operating systems, AD, GPO, boot sequence, file structure, registry, and event logs.
- Understanding of security concepts, networking concepts, and protocols: DNS, TCP/IP, HTTP, DHCP, VPN, firewall (knowledge of SMTP, web services, email services, SNMP, FTP is a plus).
- Experience in one or more of the following scripting languages is desirable: Bash, PowerShell, Python.
- Knowledge in Virtual Platforms, Linux server, MacOS, SQL Administration, and Backup Technologies is a big plus.
- 2+ years of experience in phone, email, and chat support with the ability to type 45-60 words per minute with high degree of accuracy is preferred.
- Partner-focused with ability to collaborate; be creative in understanding and resolving issues; strong willingness to improve technical knowledge.
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