Technical Support Representative

N-able; City of Edinburgh; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

N-able is seeking a Senior Technical Support Representative for its Edinburgh hub, offering a hybrid work model. The role involves providing high-quality technical support, collaborating across teams, and utilizing strong troubleshooting skills to ensure excellent service to partners. Ideal candidates will have a technical degree or relevant experience, with expertise in Windows Server, SQL, and various scripting languages.

Benefits

Medical, dental and vision coverage

Generous PTO and observed holidays

2 Paid VoluNteer Days per year

Employee Stock Purchase Program

Custom learning experience

Hybrid working model

Qualifications

• Proficient in Windows Server operating systems and AD.
• Exceptional troubleshooting skills and solution-focused.
• Experience in SQL and scripting languages like Bash, PowerShell, or Python.

Responsibilities

• Provide technical support to partners via phone, email, and chat.
• Maintain knowledge of N-able products and services.
• Manage incidents using an incident management system.

Skills

Troubleshooting

Technical support

Interpersonal skills

Communication

Security concepts

Scripting languages

Networking concepts

Education

Technical degree/diploma

4+ years qualified experience

Tools

Windows Server

SQL

Bash

PowerShell

Python

Linux servers

MacOS

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!

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 e xperience 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
• 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

• 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 e xperience 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

• 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.