Deskripsi Pekerjaan
Join Solarwinds Software Asia Pte. Ltd. Philippine Branch as a Senior Helpdesk Analyst and become a key player in our innovative, fast-paced IT support ecosystem. We're seeking a collaborative, accountable, and empathetic professional to deliver exceptional technical support to our global user base. In this role, you'll troubleshoot complex hardware/software issues, optimize IT service delivery, and drive user satisfaction through proactive problem-solving. If you thrive in dynamic environments and possess a passion for technology innovation, this opportunity offers a platform to elevate your career while contributing to industry-leading solutions.
Tanggung Jawab
- Diagnose and resolve complex technical issues across Windows, macOS, and enterprise applications
- Manage incident lifecycle through ITSM platforms (ServiceNow/Jira) with strict SLA adherence
- Coordinate with Tier 2/3 teams for escalated hardware/network troubleshooting
- Develop and maintain technical documentation, SOPs, and knowledge base articles
- Conduct user training on security protocols and system best practices
- Monitor system performance and implement preventive maintenance strategies
- Lead cross-functional projects for IT infrastructure optimization
Kualifikasi
- Bachelor's degree in Computer Science/IT or equivalent certification
- 3+ years in enterprise-level helpdesk support with SLA management
- Expertise in Active Directory, VPN configurations, and cloud services (O365/AWS)
- Proficiency in remote support tools (TeamViewer/AnyConnect) and monitoring systems
- CompTIA A+/Network+ or equivalent technical certifications
- Strong analytical skills with root-cause methodology expertise
- Exceptional communication skills with multilingual capabilities