SolarWinds Solutions Engineer – ServiceDesk ITSM – Remote

SolarWinds Solutions Engineer – ServiceDesk ITSM

Loop1 Systems

Remote

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Loop1, is a global IT Operations Management (ITOM) company specializing in SolarWinds® monitoring and observability, plus Runecast, Portnox, NetFoundry, KnowBe4, and netTerrain.  We are actively searching for a SolarWinds Solutions Engineer ServiceDesk ITSMfor our North America Office. 

About The Role  

Reporting directly to the regional head of engineering, the SolarWinds Solutions Engineer provides hands-on consultation, technical services, troubleshooting, and support to Loop1 clients for their SolarWinds ITSM environments – primarily SolarWinds Service desk implementations and configuration but could also work with SolarWinds Web Help Desk. You will pair this support approach with road-mapping discussions and follow-on activities. You will be involved in include the design, implementation, and configuration of the SolarWinds ITSM products, as well as training in the products. 

ESSENTIAL JOB FUNCTIONS:

Provide implementation, configuration, and best-practice optimization support to clients on their SolarWinds ITSM deployments.

Provide training to customers on SolarWinds ITSM products and broader ITSM principles

Create concise and thorough documentation, including case notes, client communications, as-built documentation, and knowledge base articles for internal and external consumption

Deliver off-the-shelf and customized SolarWinds ITSM product configurations

REQUIRED QUALIFICATIONS:

Strong written and verbal communication skills with experience providing technical training to application administrators and end-users

Solid understanding of ticketing systems as well as ITIL design and framework

Develop, analyze, manage, and publish KPIs/Metrics to be used to measure the effectiveness and efficiency of the ITSM processes

Use standard ITIL Methodology to analyze and streamline existing business processes and assist in the creation of new business processes

2+ years of experience in ITSM system configuration, troubleshooting, and performance optimization

Excellent systematic problem-solving skills, ability to think “outside the box” and understand complex technical problems

1+ years of experience designing, creating and supporting ITSM dashboards to provide reporting and status information to various levels of users

Daily access to a reliable high-speed internet connection to support remote work

A high degree of emotional intelligence

Ability to easily initiate and maintain business relationships

PREFERRED QUALIFICATIONS:

ITIL Certification

Experience implementing and configuring SolarWinds Service Desk

Experience working with APIs a plus

Knowledge of complementary platforms like SolarWinds, JIRA, Microsoft Endpoint Manager, JENKINS, Dameware, Slack & Jira.

Experience with SolarWinds Orion

Bachelor’s degree

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required to perform this job.

About Loop1

Loop1 is a leading global IT Operations Management (ITOM) company specializing in the SolarWinds ITOM product offerings—we offer the most comprehensive training and professional services for SolarWinds clients across the globe.

Loop1 runs on EOS® (the Entrepreneurial Operating System), a business management system that empowers leadership teams to run successful companies, and our employees are a key factor in this success. We strive to engage good people, who thrive on learning from each other and working together to deliver exceptional enterprise services to our clients. At the heart of this, are the core values that embody what it means to be a Loop1 employee:

We are greater than me

We are purposeful

We do the right thing

Be part of the success story that is Loop1

Loop1 is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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