Solarwinds Inc. Technical Support Rep, Intermediate in Ottawa, Ontario

Opportunity Details:

Overview:

The Technical Support Representative will join our existing Product Support team and provide outstanding technical support of N-able Technologies software products to our Partners.

  • EMEA and NA shifts available

The Technical Support Representative is responsible for troubleshooting customer issues, creating knowledge base articles and other documentation and reporting issue resolution back to the Customer. The Technical Support Representative needs to be very thorough, organized, and be able to manage time effectively in our fast-paced and exciting environment. Network troubleshooting skills, systems administration experience, and the ability to work with Customers and prioritize time are must have skills.

Responsibilities:

  • Provide second line support to N-able Technologies partner base

  • Manage escalation from first line support to third line support and tracking of support incidents

  • Document case progress and resolutions

  • Be able to prioritize support issues while maintaining high customer satisfaction

  • Create documentation as required

  • Periodic reporting of support activities

  • Rotational Weekend Emergency Pager duties

  • Rotational 24/7 shift coverage primarily supporting North American partners Monday-Sunday 8:30am – 8:00pm (EST)

Qualifications:

  • Strong Systems Administration skills with Linux/Unix, Windows 2003-2008 Servers, Windows XP, Vista and Windows 7 Editions

  • Strong networking knowledge (subnets, firewall concepts, ports, switches, routing and TCP/IP)

  • Experience with SNMP, WMI and PerfMon infrastructures

  • Experience supporting Remote Control solutions (Terminal Services, VNC, LogMeIn, etc.)

  • Command line administration of Linux based servers

  • Experience with SQL Databases

  • Industry experience working as a system administrator in a production environment

  • Major Industry Certification (MCSE, CCNA, CNE, RHSE…)

  • Understanding of Java programming principles

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 2016-8423

# Positions 1

Location CA - ON - Ottawa

Category (Candidate Search) Support

Position Type Permanent