Technical Support Representative – Intermediate
SolarWinds- Posted 27 days ago
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Job Description
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 customer support for ourglobal customers utilizing our award-winning network management software. The candidatewill be responsible for answering technical support questions via phone, email, and otherchannels as defined. The ideal candidate will have 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 thevery basic user to the technically advanced (Network Administrators, System Administrators)
- Manage and work support tickets within SLG per industry best practices utilizing existing CRMsystems
- Effectively communicate technical information to non-technical customers
- Coordinate the resolution of technical issues with Advanced Support Teams and escalateissues per pre-established guidelines
- Contribute to our Knowledgebase (author and edit knowledge base articles)
- Collaborate with our Tier 1 through consultation and mentoring to maintain a high customer experience.
- Develop thorough product knowledge to help our customers effectively
- Work with our Development Team and/or Application Engineers through swarms andconsultation to ensure cases are moving promptly.
- Other related duties as appropriate and required
- Reports to the Tier 2 Technical Support Manager
Qualifications
- At least 2 years of demonstrated experience in Network Administration/SystemAdministration
- At least 2 years of demonstrated experience in Network Administration/SystemAdministration, including experience with installation, service, and administration of a mediumto large multi-server environment
- Background or working knowledge of Databases, especially with MS SQL, is an advantage
- Minimum 2 years supporting and administering network devices and systems, includingrouters, 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
- Demonstrated experience with Microsoft Windows Server 2012 or above
- Advanced troubleshooting experience (software, browsers, etc..)
- Solid understanding of networking protocols TCP/IP, SMTP, FTP, HTTP, SNMP, API, WinRM,Syslog, SSH, etc.
- Experience in a 24/7/365 work schedule environment
- Professional certifications are a plus: Network+, CCENT, CCNA, MCSE, etc.
- Bachelor's degree in Computer Science or equivalent education and/or work experience withinstallation, service, and administration of a medium to a large multi-server environment
- Valid SolarWinds Certification (SCP) is a big advantage
SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.
All applications are treated in accordance with the SolarWinds Privacy Notice:
More Info
Key Skills
SolarWinds Certification (SCP
24/7/365 work schedule environment
Microsoft Windows Server 2012 or above
About Company
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.