I started my Internship alongside three other students from CIT, below I will give a brief outline of our experience.
On our first day at Solarwinds after a short induction by HR where we were made familiar with Company policy and ethos. we were given some free gifts and then shown around the office where we were introduced to the people we would be working with .we were then shown to our desks and given details on login password and details on setting up Solarwinds accounts such as NetSuite, SWI Learning Portal , Thwack community and our Solarwinds HR account SolarHR.
For the first three weeks at the company we were engaged in an intensive training program to introduce and make us aware of the software we would be using NPM.
Our training …show more content…
Richard has been with the company for over six years and has just recently been promoted to Senior Engineer, Richard provide invaluable help and advice and comes to the rescue when I am out of my depth on remote sessions with customers which is often. The company also maintains an internal chat groups where I can ask …show more content…
We are also required to include internal case notes on the case file to included interactions with customer steps taken to resolve the Issue changes made to the customer’s environment.
In my response to the customer via email I am expected to use a certain level of technical detail and explain to the customer the root cause and potential resolution of their issue
As well as grabbing tickets we were also tasked with manning the helpdesk phone line where customers could call in with problems... We were initially expected to take one phone call a day from the phone queue but this the increased to 3 and then to manning the phones lines for up to 3 hours a day,
I had to learn how to operate the company’s phone system how to transfer calls to other agents, entering codes for different Geo. Remembering to take the customers details when they ring in with their SWID number (check that they have maintenance) take their phone number, email find their account on the system if they have no pre-existing ticket for their issue then create one and finally get the details of the problem from the
On our first day at Solarwinds after a short induction by HR where we were made familiar with Company policy and ethos. we were given some free gifts and then shown around the office where we were introduced to the people we would be working with .we were then shown to our desks and given details on login password and details on setting up Solarwinds accounts such as NetSuite, SWI Learning Portal , Thwack community and our Solarwinds HR account SolarHR.
For the first three weeks at the company we were engaged in an intensive training program to introduce and make us aware of the software we would be using NPM.
Our training …show more content…
Richard has been with the company for over six years and has just recently been promoted to Senior Engineer, Richard provide invaluable help and advice and comes to the rescue when I am out of my depth on remote sessions with customers which is often. The company also maintains an internal chat groups where I can ask …show more content…
We are also required to include internal case notes on the case file to included interactions with customer steps taken to resolve the Issue changes made to the customer’s environment.
In my response to the customer via email I am expected to use a certain level of technical detail and explain to the customer the root cause and potential resolution of their issue
As well as grabbing tickets we were also tasked with manning the helpdesk phone line where customers could call in with problems... We were initially expected to take one phone call a day from the phone queue but this the increased to 3 and then to manning the phones lines for up to 3 hours a day,
I had to learn how to operate the company’s phone system how to transfer calls to other agents, entering codes for different Geo. Remembering to take the customers details when they ring in with their SWID number (check that they have maintenance) take their phone number, email find their account on the system if they have no pre-existing ticket for their issue then create one and finally get the details of the problem from the