Technical Support Representative Req ID: 201007

2 weeks ago

Manila, National Capital Region, Philippines SolarWinds Full time

Your Role:

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 partner 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.

Your Impact:

  • The Technical support engineer is the front-line "trusted advisor" for SolarWinds product users, a key contributor to the customer experience through resolving customer issues, educating customer product functionalities, optimizing their monitoring capabilities, and building a knowledge-based library.
  • Responding to and/or initiating technical troubleshooting sessions with customers – via phone, email, and remote sessions in the English language.
  • Interacting with customers at all levels, with demonstrated ability to communicate with both the very basic user to the technically advanced (Network Administrators, System Administrators).
  • Managing and working support tickets per industry best practices utilizing existing CRM systems.
  • Effectively communicating technical information to non-technical customers.
  • Coordinating the resolution of technical issues with Advanced Support Teams and escalating issues per pre-established guidelines.
  • Contributing to our Knowledgebase (author and edit knowledge base articles).
  • Maintaining working lab systems to facilitate reproduction of customer issues.
  • This is a fantastic opportunity to get in at the ground level of an international powerhouse. APPLY Today to secure your chance for a new career with many advancement opportunities.

Your Experience:

  • Bachelor's degree in Computer Science or equivalent education and/or work experience
  • Knowledge of common network services like DNS, Web Servers (IIS, Apache), FTP Servers, Email Servers, and Database Systems Administration
  • Experience with Windows Server 2016/2019 logging and reporting concepts
  • Experience with Microsoft Windows platform (XP, Vista, Win7, Windows Server (2000 – 2012, etc.)
  • Troubleshooting experience (PC hardware/software, browsers, etc.)
  • Understanding of networking protocols TCP/IP, SMTP, FTP, HTTP, SNMP, Syslog, SSH, etc.
  • Professional certifications are a plus: Network+, CCENT, CCNA, MCSE, etc.
  • Fluent English (both written and spoken)

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