Overview SolarWinds (NYSE: SWI) provides powerful and affordable IT management software to more than 100,000 customers worldwide – from Fortune 500 enterprises to small businesses. Focused on the real-world needs of IT professionals, SolarWinds products are downloadable, easy to use and maintain, and provide the power, scale, and flexibility needed to manage today’s complex IT environments. SolarWinds’ growing online community, thwack, is a gathering-place for problem-solving, technology-sharing, and participating in product development for all of SolarWinds’ products. Learn more today at https://solarwinds.com/.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
Bachelor’s degree in Computer Engineering/Science, Information Technology or equivalent education and/or work experience.
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.
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 2012/2016 logging and reporting concepts.
Demonstrated experience with the Microsoft Windows platform (Windows 8 and 10, Windows Server 2012 and 2016).
Advanced troubleshooting experience (PC hardware/software, Servers – Windows 2012/2016, Network device – Cisco, Juniper and other network devices, browsers, etc.)
At least 2 years supporting and administering SQL servers (backup procedures, database maintenance, common SQL scripting) is an advantage.
Solid understanding of networking protocols TCP/IP, UDP, SMTP, FTP, HTTP, SNMP, Syslog, SSH etc.
Experience in a 24/7/365 work schedule environment.
WILLING TO WORK NIGHT SHIFT.
Preferences: CCNA, Microsoft Certifications, SolarWinds Certified Professional (SCP) or has experienced in working with Solarwinds Products is an advantage.
