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Helpdesk Support Specialist

1 week ago

Manila, National Capital Region, Philippines SolarWinds Full time
Job Description

SolarWinds is seeking a highly skilled Helpdesk Analyst to provide onsite desktop support for internal customers. The ideal candidate will thrive in an innovative, fast-paced environment and be collaborative, accountable, ready, and empathetic.

The successful candidate will provide prompt issue resolution and effective communication by collaborating with cross-functional teams. They will diagnose and troubleshoot hardware, software, network, and application problems, guiding users through step-by-step solutions and providing clear instructions.

The Helpdesk Analyst will escalate complex issues to higher-level support, maintaining ownership until resolution. They will also continuously improve support processes and stay updated with technology trends.

  • Provide onsite desktop support for internal customers
  • Collaborate with cross-functional teams for prompt issue resolution and effective communication
  • Diagnose and troubleshoot hardware, software, network, and application problems
  • Guide users through step-by-step solutions and provide clear instructions
  • Escalate complex issues to higher-level support, maintaining ownership until resolution
  • Continuously improve support processes and stay updated with technology trends
Requirements

To succeed as a Helpdesk Analyst at SolarWinds, you will need:

  • Proven Help Desk Technician experience with a focus on onsite support
  • One year of technical support experience
  • PASSION FOR EXCELLENT CUSTOMER SERVICE AND HELPING USERS
  • Excellent written communication skills for explaining complex technical concepts simply
  • Proficiency in live chat tools and help desk ticketing systems
  • Solid understanding of hardware, software, networking, and operating systems
  • Proficiency in Azure, Intune, Office 365, Windows, macOS, and Exchange Online troubleshooting
  • Thrives in a fast-paced environment, handling multiple onsite support tasks
  • Strong problem-solving skills, thinking critically under pressure
  • Exceptional time management, prioritizing tasks effectively
  • Patience, empathy, and a positive attitude with end-users
  • Basic knowledge of remote desktop tools and techniques
  • Relevant certifications (e.g., CompTIA A+, ITIL) are a plus