Technical Support Representative

2 days ago

Manila, National Capital Region, Philippines SolarWinds Full time $40,000 - $80,000 per year
Responsibilities:
  • Respond to and initiate technical troubleshooting sessions with customers via phone, email, and remote sessions.
  • Communicate with customers at all levels, from basic users to technically advanced users such as Network and System Administrators.
  • Manage and work support tickets within Service Level Guidelines using 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 guidelines.
  • Contribute to the Knowledgebase by authoring and editing articles.
  • Collaborate with Tier 1 through consultation and mentoring to maintain high customer satisfaction.
  • Develop thorough product knowledge to assist customers effectively.
  • Work with the Development Team and/or Application Engineers to ensure cases move promptly.
  • Perform other related duties as required.
  • Reports 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 in medium to large multi-server environments.
  • Background or working knowledge of databases, particularly MS SQL, is an advantage.
  • Minimum 2 years supporting and administering network devices such as 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.
  • Advanced troubleshooting experience with software and browsers.
  • Solid understanding of networking protocols like TCP/IP, SMTP, FTP, HTTP, SNMP, API, WinRM, Syslog, SSH, etc.
  • Experience in a 24/7/365 work schedule environment.
  • Professional certifications such as Network+, CCENT, CCNA, MCSE are a plus.
  • Bachelor's degree in Computer Science or equivalent education/work experience with installation, service, and administration in a medium to large multi-server environment.
  • Valid SolarWinds Certification (SCP) is a significant advantage.

SolarWinds

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