Solarwinds Inc. Technical Support Rep, Intermediate in Singapore, Singapore

Opportunity Details:

Responsibilities:

  • The role of the level 2 technical support and part of the 24x7 Global Technical Support team across various geographic location

  • Respond to and/or initiate technical troubleshooting sessions with customers, partners and distributors - via phone, web, email and remote session

  • Interact with customers at all levels, with demonstrated ability to communicate with both the technical and management (Network, System, Security, Database Managers) across various industries

  • Manage and work support tickets per ITIL best practices

  • Maintain working lab systems to facilitate reproduction of customer issues

  • Reports to the Technical Support Team Manager

  • Coordinate the resolution of technical issues with advanced technical support, development, QA team and escalate issues per standard operating procedure

  • Work closely with the Escalation Manager on escalated cases and prioritizing case

  • Demonstrate initiative in taking up more complex and challenging 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 useability

  • Able to work weekend and public holiday (Rotating shift)

Qualifications:

  • Loves to working in a fast-pace and technically challenged environment

  • Working knowledge with SQL, troubleshooting application logs and application support (.Net)

  • Strong interpersonal, communication and time management skills.

  • Ability to work under pressure (especially during incident/crisis management)

Good understanding of principles ITIL processes, incident/problem management, network protocols and broad range of IT technology

  • At least 3 - 4 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 3 years supporting and administering network devices and systems including: routers, firewalls, switches, wireless access points across various brands (Cisco, Riverbed, Brocade, HP)

  • Expereince in deploying with various network monitoring systems (Advantages with Solarwinds products and Nagios)

  • Knowledge on 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 Operating System logging and reporting concepts

  • Demonstrated experience with the Microsoft Windows and Linux platform

  • Solid understanding of networking protocols TCP/IP, SMTP, FTP, HTTP, SNMP, Syslog, SSH etc.

  • Passionate and ability to learn new technologies

  • Experience in a 24/7/365 work schedule environment

  • Professional certifications are a plus: CCNA, MCSE, VCP, SCP, etc.

  • Bachelor’s degree in Computer Science or equivalent education and/or work experience

Preferrences:

Mandarin and\or Cantonese speaking

Past experience with post-sales technical & application support

Past development background in .NET and SQL

#LI #IN

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 2016-8494

# Positions 1

Location SG - Singapore

Category (Candidate Search) Support

Position Type Permanent