Solarwinds Inc. Technical Support Rep, Intermediate in Austin, Texas
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.
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 years of demonstrated experience in Network Administration/System Administration including experience
At least 2 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 2000-2019 logging and reporting concepts
Demonstrated experience with the Microsoft Windows platform (XP, Vista, Win7, Windows Server (2000 – 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
Professional certifications are a plus: Network+, CCENT, CCNA, MCSE, etc.
Bi-lingual - Spanish/Portuguese preferred
Bachelor’s degree in Computer Science or equivalent education and/or work experience with installation, service and administration of a medium to large multi-server environmen
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 2019-12405
# Positions 1
Position Type Regular
Business Group SolarWinds