Solarwinds Inc. Technical Support Rep, Senior in Austin, Texas
SolarWinds (NYSE: SWI) provides powerful and affordable IT management software to more than 100,000 customers worldwide – from Fortune 500 enterprises to small businesses. Focused on the real-world needs of IT professionals, SolarWinds products are downloadable, easy to use and maintain, and provide the power, scale, and flexibility needed to manage today’s complex IT environments.
SolarWinds is one of the fastest growing software companies and has been featured on the Top Small companies in America list by Forbes magazine in 2012 and 2013! As a team member, you will have the opportunity to work for a company that appreciates and values your voice as well as its external customers. As a team member you will benefit from representing competitive products that makes an impact for their customers.
Due to the growth the we are experienceing, we are hiring a SR Tech Support Representative . The successful candidate will be responsible for providing world-class technical support for our global customers utilizing our award-winning network management software. Candidate will be responsible for answering technical support questions via telephone, email and other channels as defined. The ideal candidate will have both technical credentials and a friendly consultative approach to solving customer problems.
SolarWinds seeks motivated and passionate team members to join our team and be a part of the growth and success of SolarWinds.We invite you to join our team and experience the SolarWinds way and start creating your career with a growing company.
Respond to and/or initiate technical troubleshooting sessions with customers - 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 (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
Coordinate the resolution of technical issues with Advanced Support Teams and escalate issues per pre-established guidelines
Contribute to our Knowledgebase (author and edit knowledge base articles)
Maintain working lab systems to facilitate reproduction of customer issues
Other related duties as appropriate and required
Reports to the Technical Support Manager
At least 2 - 3 years of demonstrated experience in Network Administration/System Administration including experience with installation, service and administration of a medium to large multi-server environment
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
Detailed knowledge and demonstrated experience with Windows Server 2003/2008 logging and reporting concepts
Demonstrated experience with the Microsoft Windows platform (XP, Vista, Win7, Windows Server (2000 – 2012 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
Professional certifications are a plus: Network+, CCENT, CCNA, MCSE, etc.
Bachelor’s degree in Computer Science or equivalent education and/or work experience
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.
Job ID 2017-9626
# Positions 1
Position Type Permanent