Technical Support Representative
SolarWinds
Fort Bonifacio, Taguig, Philippines
5d ago

Overview

At SolarWinds, we’re a people-first company.Our purpose is to enrich the lives of the people we serve including our employees, customers, shareholders, Partners, and communities.

Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.

The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic.

We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others.

We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose.

If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us!

The successful candidate will be responsible for providing world-class TECHNICAL SUPPORT for our global customers. The candidate will be responsible for answering technical support questions via telephone, email, forums, and other channels as defined.

The ideal candidate will have 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)
  • Manage and work support tickets per industry best practices 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 knowledge-base (author and edit knowledge-base articles)
  • Maintain working lab systems to facilitate reproduction of customer issues
  • Other related duties as appropriate and required
  • Reports to the Technical Support Manager
  • Qualifications

  • At least 3 years of demonstrated experience in Network Administration / System Administration including experience with installation, service, and administration of a medium to a large multi-server environment
  • Minimum 2 years supporting and administering network devices and systems including : routers, firewalls, switches, or wireless access points
  • Minimum 1-2 years working with Network monitoring systems
  • Working knowledge or familiarity of Microsoft SQL 2012 - 2019
  • Knowledge of monitoring protocol like SNMP, WMI, SMI-S, Common Information Model, Performance Counter.
  • Knowledge of common network services like DNS, Web Servers (IIS, Apache), FTP Servers, Email Servers, and Database Systems Administration
  • Detailed knowledge and demonstrated experience with Windows Server 2008 / 2012 / 2016 / 2019 logging and reporting concepts
  • Demonstrated experience with the Microsoft Windows platform (Win7 / 8 / 8.1 / 10, Windows Server (2008 / 2012 / 2016 / 2019, etc.)
  • Basic understanding of Linux
  • Advanced troubleshooting experience (PC hardware / software, browsers, etc..)
  • Solid understanding of networking protocols TCP / IP, SMTP, FTP, HTTP, SNMP, Syslog, SSH, etc.
  • Experience in a 24 / 7 / 365 work schedule environment
  • General knowledge of Security Compliance Standards such as (HIPAA,PCI,SOX)
  • Experience with Hyper-V and VMware
  • Server Administration (Group Policy, Active Directory and Exchange)
  • PowerShell scripting a plus
  • Experience with AWS, Azure, and cloud-based systems a plus
  • Professional certifications are a plus : Network+, CCENT, CCNA, MCSE, etc.
  • Bachelor’s degree in Information Technology or equivalent education and / or work experience
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