Technical Support Representative

3 weeks ago

Metro Manila Philippines SolarWinds Full time

Technical Support Representative - Intermediate

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:

Summary

The successful candidate will be responsible for providing world-class customer support for our global customers, utilizing our award-winning network management software. The candidate will be responsible for answering technical support questions via phone, email, and other channels 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 the ability to communicate with both the basic user and technically advanced personnel
  • Manage and work support tickets within SLG 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 Knowledgebase by authoring and editing knowledge base articles
  • Collaborate with our Tier 1 team 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 and consultation to ensure cases are moving promptly
  • Perform other related duties as appropriate and required
  • Report to the Tier 2 Technical Support Manager
Qualifications
  • At least 2 years of demonstrated experience in Network Administration/System Administration
  • Experience with installation, service, and administration of a medium to large multi-server environment
  • Background or working knowledge of databases, especially MS SQL, is an advantage
  • Minimum 2 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
  • Experience with Microsoft Windows Server 2012 or above
  • Solid understanding of networking protocols such as 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, such as Network+, CCENT, CCNA, MCSE, etc.
  • Bachelor's degree in Computer Science or equivalent education and/or work experience
  • Valid SolarWinds Certification (SCP) is a big advantage
Seniority level
  • Not Applicable
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • Software Development

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