ITOM Technical Support (mid-shift)
SolarWinds
Fort Bonifacio, Taguig, Philippines
5d ago

Overview

We are seeking a Technical Support Engineer to join our EMEA technical support team in Manila! This role will be part of the team supporting global customers.

If you have an application support background, experience in providing exceptional customer and channel partners support, and want an opportunity to be on the front line of a rapidly growing company.

You will love working in an energetic organization, where we focus on developing talents and passion to help our customers archive greater heights.

What You'll Do :

The Technical support engineer is the front-line trusted advisor for SolarWinds product users, a key contributor to the customer experience through resolving customer’s issues, educating customer product functionalities, optimize their monitoring capabilities, and building a knowledge-based library.

  • Direct interaction with SolarWinds customers and channel partners helping them to identify, troubleshoot and resolve technical issues with SolarWinds suite of Network, System, Security, Database monitoring products and Tools.
  • Front-line support for all incoming customer support issues, with web or phone support.
  • Serve as liaison between customer, advanced technical support and internal development for all escalated product-related issues, including product enhancements, bug resolution, and overall product education
  • Develop or update customer-facing support documentation and public-facing articles on (https : / / support.solarwinds.com / Success Center)
  • Share ideas to improve product features and usability, scale support, reduce incidents, increase customer satisfaction while reducing customer effort
  • Share upcoming customer training, successfully case studies and demonstrate the product values
  • Share knowledge with the team and celebrate team success
  • What You Need :

  • Bachelor degree, diploma, or equivalent work experience
  • Minimum 4 years’ experience in customer technical support or developer role
  • Strong knowledge of all current Windows OS server and understands event loggings
  • Good knowledge of administering or managing server Application / Services , such as IIS, MSSQL and understanding applications logs
  • Good knowledge of networking, network protocols, security appliance and access points , such as Cisco, Riverbed, Brocade, HP, Aruba
  • Administrative knowledge of Linux
  • Professional certifications are a plus : CCNA, MCSE, VCP, AWS or Azure
  • Comfortable to the technical conversation with customers
  • Excellent communication - both verbal and written, support is conducted via email and phone
  • Self-driven, passionate to a good listener and to be able to identify the key customer concern and resolve customer’s issue
  • Passionate to explore new IT technologies
  • Willing to work on weekend and public holiday on a rotational basis
  • Advantages inDeploying or Managing network monitoring systems (such as Solarwinds NPM, SAM and Nagios)Good knowledge of monitoring protocol like SNMP, WMI, SMI-S, Common Information Model, Performance Counter
  • Be part of the Follow-by-the-Sun Global technical support team located across the globe. This role is based in BGC, Manila and operates during regular EMEA work hours

    Interested to find out how SolarWinds products can solve Networking and Systems IT problems in a fraction of the time? Check out the SolarWinds demo site , http : / / oriondemo.solarwinds.com /

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