As the successful candidate you will be responsible for providing world-class technical support for our global customers utilizing our award-winning network management software.
Answering technical support questions via telephone, email and other channels as defined you will possess both technical credentials and a friendly consultative approach to solving customer problems.
Respond to and / or initiate technical troubleshooting sessions with customers - via phone, email and remote session in English Language.
Interact with customers at all levels, with demonstrated ability to communicate with both the very basic user to the technically advanced (Network Administrators, System Administrators, IT Manager, etc..)
Manage and work support tickets per industry best practices and utilizing existing CRM systems
Effectively communicate technical information to non-technical customers
Coordinate the resolution of technical issues with Advanced Support Teams and escalate issues per pre-established guidelines
Contribute to our Knowledgebase (author and edit knowledge base articles)
Supports Prem / Prem Enterprise customers having attained tenureship and required the required Technical and Soft Skills
Maintain working lab systems to facilitate reproduction of customer issues
Work on any new ad hoc Projects assigned to help with improvements in support team
Other related duties as appropriate and required
Ability to multi-task
Reports to the Technical Support Manager
At least 4 years of demonstrated experience in Network Administration / System Administration including experience with installation, service and administration of a medium to large multi-server environment .
Minimum 4 years supporting and administering network devices and systems including : routers, firewalls, switches, or wireless access points.
Support and administer the following :
SQL servers (backup procedures, database maintenance, common SQL scripting)
Detailed knowledge and demonstrated experience on the following :
scripting using Perl, Bash & Powershell
Windows Server 2012 / 2016 logging and reporting concepts
Microsoft Windows platform (Windows 8 and 10, Windows Server 2012 and 2016)
Event Viewer, Group Policy, Active Directory, Microsoft SCCM, Certificates, TLS / SSL and WMI
Solid understanding on the following :
Security Compliance Standards
common network services like DNS, Web Servers (IIS, Apache), FTP Servers, Email Servers, and Database Systems Administration.
networking protocols TCP / IP, UDP, SMTP, FTP, HTTP, SNMP, Syslog, SSH etc.
Virtual appliance hosted on Hyper-V, VMWare, AWS or Azure
Advanced troubleshooting experience on the following :
PC hardware / software
Servers Windows 2012 / 2016
Network device Cisco, Juniper
Experience in a 24 / 7 / 365 work schedule environment.
Exceptional verbal and written communication and customer interaction skills are critical for this position
WILLING TO WORK NIGHT SHIFT.
CCNA, Microsoft Certifications, SolarWinds Certified Professional (SCP) or has experienced in working with Solarwinds Products is an advantage.