Senior Technical Support Representative

Responsibilities Part of the 24x7 Global Technical Support team across various geographic locations Respond to and/or initiate technical troubleshooting sessions with customers, partners, and distributors - via phone, email, and remote session Interact with customers at all levels, with demonstrated ability to communicate with both the very basic user to the technically advanced and management (Network, System, Security, Database Managers) Manage and work support tickets per ITIL best practices utilizing existing service desk systems and incident management processes Effectively communicate technical information to non-technical customers Maintain working lab systems to facilitate reproduction of customer issues Reports to the Technical Support Team Lead and Manager within/across geographical location Mentor associates and intermediates on the assigned support cases by reviewing and providing case tips Coordinate the resolution of technical issues with advanced technical support, development, and QA team, and escalate issues per standard operating procedure Work closely with the Team Leads and Escalation Manager on escalated cases and prioritizing case Established strong team relationships with a local and globally distributed team Subject matter experts (SME) in network performance monitoring systems and across the specialized pillar Demonstrate initiative in taking up more complex and challenging cases Recognized as Product Owners and manages the aged bug cases Contribute to the central Knowledge-base (author and edit knowledge base articles) Contributes and reviews the product development, design, releases, testing, recommend improvement to features and usability Work independently on upcoming technical support and process improvement projects Able to work weekends and public holidays (Rotating shift) Other related duties as appropriate and required Qualifications Technical Requirements: At least 4 years of demonstrated experience in Network Administration/System Administration including experience At least 4 years of demonstrated experience in Network Administration/System Administration including experience with installation, service, and administration of a medium to a large multi-server environment Minimum 4 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 Detailed knowledge and demonstrated experience with Windows Server 2016, 2019 & 2022 logging and reporting concepts Demonstrated experience with the Microsoft Windows platform (Win 10 & 11, Windows Server 2016- 2022, etc.) Advanced troubleshooting experience (PC hardware/software, browsers, etc..) Solid understanding of networking protocols TCP/IP, SMTP, FTP, HTTP, SNMP, Syslog, SSH, etc. Professional certifications are a plus: Network+, CCENT, CCNA, MCSE, etc. Bachelor’s degree in Computer Science or equivalent education and/or work experience with installation, service, and administration of a medium to a large multi-server environment Exceptional oral and written communication and customer interaction skills are critical for this position Experience in SolarWinds or other monitoring platforms is desirable. Non-Technical Requirements: Strong understanding of a Software Business lifecycle, from purchase through to renewal Strong interpersonal, communication, and time management skills. Strong leadership ability, with a people-focused approach, along with the ability to mentor and coach effectively Ability to work under pressure (especially during incident/crisis management)