Technical Support Rep, Intermediate (Night Shift)
SolarWinds
Fort Bonifacio, Taguig, Philippines
5d ago

Overview

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.

Responsibilities

  • Respond to and / or initiate technical troubleshooting sessions with customers - via phone, email and remote session
  • 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, CIO, 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)
  • Maintain working lab systems to facilitate reproduction of customer issues
  • Other related duties as appropriate and required
  • Ability to multi-task
  • Reports to the Technical Support Manager
  • Qualifications

  • 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)
  • Linux Environment
  • 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
  • Browsers
  • Experience in a 24 / 7 / 365 work schedule environment.
  • WILLING TO WORK NIGHT SHIFT.
  • CCNA, Microsoft Certifications, SolarWinds Certified Professional (SCP) or has experienced in working with Solarwinds Products is an advantage.
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