Intermediate Technical Support Representative

N-able; Dundee; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A global software company is seeking a Technical Support Engineer in Dundee to provide high-quality support to partners. Candidates should have a technical degree or equivalent experience in troubleshooting complex issues. Knowledge of Windows Server and networking concepts is crucial. This role offers a hybrid working model, competitive benefits, and opportunities for professional growth.

Benefits

Medical, dental and vision coverage

Generous PTO and observed holidays

Employee Stock Purchase Program

Custom learning experience

Qualifications

• Experience in troubleshooting moderate to highly complex technical issues.
• Detailed knowledge of Windows Server operating systems and networking protocols.
• Knowledge in Virtual Platforms, Linux server, and SQL Administration is a plus.

Responsibilities

• Deliver high-quality service to partners via phone, email, or chat.
• Own the end-to-end management and resolution of issues.
• Maintain documentation of cases accurately.

Skills

Troubleshooting server issues

Networking concepts

Problem-solving skills

Interpersonal skills

Education

Technical degree/diploma or 2+ years of experience

Tools

Windows Server

Google Workspace

VMware ESXi

Bash

PowerShell

Python

Job description

Why N-able

IT doesn’t get better than this! 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!

N-able is seeking a Technical Support Engineer that will diagnose and resolve technical issues involving Remote Monitoring, Asset Tracking, Remote Connection, Patch Management, AV, Backup, Mail Security and more. We are seeking dedicated, creative, and driven individuals to join our team and grow professionally with us. You can look forward to working with a dynamic and collaborative group!

The role is based in our Dundee hub. We will consider Edinburgh or Lisbon.

What You'll Do

• Deliver a high-quality service and support to N-able partners via phone, email, and/or chat, becoming a trusted advisor and owning the end-to-end management and resolution of issues.
• Combine technical knowledge, problem solving skills, and interpersonal skills as well as cross functional collaboration to provide an excellent support experience to our partners.
• Redirect or escalate issues appropriately and maintain a thorough and accurate documentation of cases.
• 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.
• 24/7 support with rotational weekends and holidays.

What You'll Bring

• 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.
• Google Workspace and/or VMware ESXi experience would be an advantage.
• 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.
• Partner-focused with ability to collaborate; be creative in understanding and resolving issues; strong willingness to improve technical knowledge.

Purple Perks

• Medical, dental and vision coverage
• Generous PTO and observed holidays
• 2 Paid VoluNteer Days per year
• Employee Stock Purchase Program
• FuN-raising 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

About N-able

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.

#LI-NK1 #LI-Hybrid

• 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.
• Google Workspace and/or VMware ESXi experience would be an advantage.
• 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.
• Partner-focused with ability to collaborate; be creative in understanding and resolving issues; strong willingness to improve technical knowledge.

• Deliver a high-quality service and support to N-able partners via phone, email, and/or chat, becoming a trusted advisor and owning the end-to-end management and resolution of issues.
• Combine technical knowledge, problem solving skills, and interpersonal skills as well as cross functional collaboration to provide an excellent support experience to our partners.
• Redirect or escalate issues appropriately and maintain a thorough and accurate documentation of cases.
• 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.
• 24/7 support with rotational weekends and holidays.