Helpdesk Analyst

at SolarWinds (View all jobs)

Manila, Philippines

Req ID: 200812

At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, Partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.

The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us!

Your Impact:

  • Provide onsite desktop support for internal customers, including desktops, laptops, cell phones, mobile devices, printing, and wireless networking.
  • Collaborate with cross-functional teams for prompt issue resolution and effective communication.
  • Engage with end-users via VTB live chat to deliver effective technical support and issue resolution.
  • 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.
  • Real-time ticket entry by utilizing, monitoring, and managing our ticketing system.
  • Document interactions and solutions in the help desk ticketing system for reference and knowledge base enrichment.
  • Continuously improve support processes and stay updated with technology trends.
  • Setup, configure, image, re-image company PCs, tablets, and mobile devices.
  • Troubleshoot hardware and software problems.
  • Manage user accounts for active directory and other applications.
  • Other duties as assigned by management.

Your Experience:

  • 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.

Basic Qualifications

  • Ability and willingness to learn new technologies.
  • Excellent organizational skills with the ability to listen, follow up, attend to detail, and accomplish desired results verbally and/or in written form to appropriately document issues.
  • Hardworking, motivated, and self-directed, able to think critically.
  • Strong analytical and quantitative abilities.
  • Candidate must have excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions.
  • Strong Microsoft Office Professional skills.
  • Excellent verbal and written communication skills.
  • Able to handle a high-volume workload in a fast-paced environment.
  • Effective organization and time management skills.
  • A high degree of self-motivation, commitment, and integrity.
  • Ability to work independently and in a team environment.
  • Strong interpersonal skills.

Preferred Qualifications

  • 2 years of equivalent experience.
  • Degree in MIS, IT, information systems, or related major.

SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.

All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice