NOC -SWOC - Tier 1 Technician - APAC

2 weeks ago

Manila, National Capital Region, Philippines SolarWinds Full time

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

Your Impact:

  • Monitor and review network performance, reliability, and security.
  • Troubleshoot network, server, and service issues, supporting the NOC - Service Engineering team and customers.
  • Identify operational issues and suggest design alterations.
  • Work within a distributed global network operation support team.
  • Schedule network maintenance and upgrades as needed.
  • Act as a point of contact for all service requests.
  • Communicate directly with customers as required.
  • Assist in coordinating support teams to maximize utilization and improve communication.
  • Monitor alert systems and take appropriate action.
  • Manage the emergency process for support requests requiring escalation.
  • Collaborate with support technicians and management to ensure excellent service.
  • Continuously develop technical skills by resolving incoming support cases.
  • Provide feedback on opportunities to improve process and workflow efficiency.
  • Exhibit professional and effective written and oral communication, as well as excellent interpersonal skills, including telephony skills, active listening, and customer care.
  • Possess basic computer, operating system, and application knowledge.
  • Understand networking technologies and components such as switches, routers, and firewalls.
  • Utilize support tools and techniques to provide IT services.
  • Organize and prioritize work, adapting to changes quickly.
  • Be self-motivated and able to work in a fast-paced, team-based environment.
  • Drive incidents to resolution, document, follow up, and track full resolution.
  • Interface between customers and other supporting departments.
  • Drive tools improvement and new feature requests.
  • Review metrics and identify opportunities to improve the efficiency of Edge Services with the Global Network Service Technical Assistance departments.
  • Work in a flexible, rotating shift environment (4x10's or 3x12's).

Your Experience:

  • CCNA Certified or 3+ years of demonstrated experience in networking and server engineering.
  • Bachelor's Degree in Computer Science, Computer Engineering, or a related field.
  • Possess any certifications: CompTIA Network+, Server+, Linux+, Cloud+, or Security+.
  • Deep understanding of OpenStack technology and Network Function Virtualization (NFV) from practical work experience.
  • Knowledge of Linux (Red Hat, Ubuntu, and KVM), Cisco (IOS, IOS XR, and Nexus).
  • Skills in network and server monitoring (SolarWinds, Opsgenie, Microsoft Teams, Confluence, PaperTrail, or AppOptics).
  • VMWare Certified Professional (VCP) preferred, with at least 2 years of experience as a VMWare engineer, Azure, AWS, or K8 experience.
  • Knowledge of SolarWinds Monitoring Products (NPM, APM, DPA, NCM, SAM, SRM, or WPM).
  • Understanding of packet-based networks, routing, redundancy, and transport protocols (OSPF, BGP, MPLS, VRF, and VXLAN) across various network vendors.
  • Knowledge of container technology (Docker).
  • Ability to handle multiple tasks concurrently, work well under tight timelines, and perform in a high-demand environment.
  • Fluent in English, both spoken and written.
  • Flexibility to work weekends, nights, and holidays.
  • Proficiency in Microsoft Suite products (Word, Excel, PowerPoint).
  • Collaborative team spirit.

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.

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