Technical Support Representative

Overview 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 Role: The successful candidate will be responsible for providing world-class TECHNICAL SUPPORT for our global customers. The candidate will be responsible for answering technical support questions via telephone, email, forums, and other channels as defined. The ideal candidate will have both 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 sessions in English language Interact with customers at all levels, with demonstrated ability to communicate with both the very basic user to the technically advanced (Network Administrators, System Administrators) Manage and work support tickets per industry best practices utilizing existing CRM systems Effectively communicate technical information to non-technical customers Work on cases advanced by lower tier that requires more detailed investigation Work on cases escalated by customer or manager Mentoring of trainees Contribute to our Knowledgebase (author and edit knowledge base articles) Supports Prem/Prem Enterprise customers having attained tenureship and required the required Technical and Soft Skills Maintain working lab systems to facilitate reproduction of customer issues Work on any new ad hoc Projects assigned to help with improvements in support team Able to work weekend and public holiday (Rotating shift) Reports to the Technical Support Manager Qualifications At least 2 - 3 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 2 years supporting and administering network devices and systems including: routers, firewalls, switches, or wireless access points Minimum 1-2 years working with Network monitoring systems Working knowledge or familiarity of Microsoft SQL 2012 - 2019 Knowledge of monitoring protocol like SNMP, WMI, SMI-S, Common Information Model, Performance Counter. 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 2008/2012/2016/2019 logging and reporting concepts Demonstrated experience with the Microsoft Windows platform (Win7/8/8.1/10, Windows Server (2008/2012/2016/2019, etc.) Advanced troubleshooting experience (PC hardware/software, browsers, etc.) Solid understanding of networking protocols TCP/IP, SMTP, FTP, HTTP, SNMP, Syslog, SSH, etc. Experience in a 24/7/365 work schedule environment General knowledge of Security Compliance Standards such as (HIPAA, PCI, SOX) Experience with Hyper-V and VMware Server Administration (Group Policy, Active Directory and Exchange) PowerShell scripting a plus Experience with AWS, Azure, and cloud-based systems a plus Professional certifications are a plus: Network+, CCENT, CCNA, MCSE, etc. Bachelor’s degree in Information Technology or equivalent education and/or work experience