At a Glance
- Tasks: Provide top-notch technical support and case management for our partners.
- Company: Join N-able, a global software company transforming IT capabilities with a diverse team.
- Benefits: Enjoy hybrid work, generous PTO, medical coverage, and unique learning opportunities.
- Why this job: Make a real impact in a supportive culture while growing your tech skills.
- Qualifications: Technical degree or 4+ years experience; strong troubleshooting and communication skills required.
- Other info: 24/7 support role with rotational weekends; embrace flexibility and trust in your work.
The predicted salary is between 36000 - 60000 £ per year.
N-able isn’t just another software company – we’re going places, and we’d love for you to be a part of that journey. With N-ablites in more than 15 countries around the world, you’re adding your unique voice to a diverse team of people who are supporting our customers, and one another. The Way We Work, our hybrid working model based on trust and flexibility, allows you to maximize your contributions while growing your career. Join a team where you can make a difference!
We are looking for a Senior Technical Support Representative for our Edinburgh hub. The role is hybrid.
What You’ll Do
- Provide technical/case management assistance to Intermediate engineers as well as deliver high quality service and support to partners via phone, email, and/or chat.
- Use technical knowledge, problem-solving skills, and soft skills combined to provide an excellent and effortless support experience to N-able partners.
- Cross functional collaboration must be used daily to provide the best response possible to our partners.
- Maintain and continue to develop in-depth knowledge of N-able products and services.
- Use our incident management system combined with autonomy over personal caseload to prioritize incidents and manage the load in line with our Service and experience Level Objectives.
- Adheres to security best practices and process.
- 24/7 support with rotational weekends and holidays.
What You’ll Bring
- Ideally a Technical degree/diploma or 4+ years of qualified experience.
- Exceptional troubleshooting skills with an understanding of technical support principles and the ability to troubleshoot moderate to highly complex issues.
- Solution-focused with excellent interpersonal skills, eager to continuously improve technical knowledge and soft skills.
- Effective listening and the ability to communicate professionally in English, both verbally and written.
- Proficient in Windows Server operating systems, AD, GPO, boot sequence, file structure, registry, and event logs.
- Experience in SQL and experience in one or more of the following scripting languages is desirable: Bash, PowerShell, Python.
- Understanding of networking concepts and protocols: DNS, TCP/IP, HTTP, DHCP, VPN, firewall (knowledge of SMTP, web services, email services, SNMP, FTP is a plus).
- Strong understanding of security concepts.
- Knowledge of Virtual Platforms, Linux servers, and MacOS is a big plus.
Purple Perks
- Medical, dental and vision coverage.
- Generous PTO and observed holidays.
- 2 Paid Volunteer Days per year.
- Employee Stock Purchase Program.
- Fundraising opportunities as part of our giving program.
- N-ablite Learning – custom learning experience as part of our investment in you.
- The Way We Work – our hybrid working model based on trust and flexibility.
At N-able, Inc. (NYSE: NABL), we are a global software company that turns IT possibilities into capabilities. That means we partner with technology leaders who support companies around the world by offering secure infrastructure and tools to navigate their evolving IT needs. We build strong relationships with our customers to help them thrive at every stage of growth, and at the heart of this effort is our network of N-ablites—a global team of extraordinary, diverse creators who are dedicated to making a difference in how our partners do IT.
Senior Technical Support Representative employer: N-able Technologies Ltd.
Contact Detail:
N-able Technologies Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Technical Support Representative
✨Tip Number 1
Familiarise yourself with N-able's products and services. Understanding their offerings will not only help you in the interview but also demonstrate your genuine interest in the company and its mission.
✨Tip Number 2
Brush up on your technical troubleshooting skills, especially in areas like Windows Server, SQL, and networking concepts. Being able to discuss specific scenarios where you've successfully resolved complex issues will set you apart.
✨Tip Number 3
Prepare to showcase your soft skills during the interview. N-able values effective communication and collaboration, so think of examples where you've worked well in a team or provided exceptional customer service.
✨Tip Number 4
Research the hybrid working model that N-able promotes. Be ready to discuss how you can thrive in a flexible work environment and contribute positively to the team dynamics, even when working remotely.
We think you need these skills to ace Senior Technical Support Representative
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Senior Technical Support Representative role. Emphasise your technical knowledge, troubleshooting skills, and any experience with the technologies mentioned in the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and the company. Mention specific examples of how your previous experience has prepared you for this position and how you can contribute to N-able's mission.
Highlight Soft Skills: In your application, don't forget to mention your soft skills such as effective communication, problem-solving, and teamwork. These are crucial for providing excellent support to partners and collaborating with colleagues.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at N-able Technologies Ltd.
✨Showcase Your Technical Knowledge
Make sure to brush up on your understanding of Windows Server operating systems, SQL, and networking concepts. Be prepared to discuss specific technical challenges you've faced and how you resolved them, as this will demonstrate your problem-solving skills.
✨Demonstrate Soft Skills
Since the role requires excellent interpersonal skills, practice articulating your thoughts clearly and professionally. Use examples from your past experiences to illustrate how you've effectively communicated with partners or team members in challenging situations.
✨Understand N-able's Culture
Familiarise yourself with N-able's hybrid working model and their commitment to diversity and collaboration. Showing that you align with their values can set you apart from other candidates and demonstrate your enthusiasm for being part of their journey.
✨Prepare for Scenario-Based Questions
Expect to encounter scenario-based questions during the interview. Think about how you would handle specific technical issues or customer interactions, and be ready to explain your thought process and the steps you would take to resolve them.