Solarwinds Inc. Technical Support Rep, Intermediate in Austin, Texas
SolarWinds’ mission has been to provide purpose-built software that is designed to make jobs easier for IT professionals, MSPs, and DevOps pros. We offer value-driven products and tools that solve a broad range of IT management challenges – whether those challenges are related to networks, servers, applications, storage, virtualization, cloud or development operations. We are committed to focusing exclusively on IT, MSP, and DevOps professionals and strive to eliminate the complexity that our customers have been forced to accept from traditional enterprise software vendors. As a result, SolarWinds is one of the world’s most award-winning, peer-recommended and continuously-licensed software products year after year.
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 of features and usability
Able to work weekend and public holiday (Rotating shift)
Loves to working in a fast-paced and technically challenging environment
Working knowledge of 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)
Experience in deploying with various network monitoring systems (Advantages with SolarWinds products and Nagios)
Knowledge of monitoring protocols 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
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 2019-13157
# Positions 1
Position Type Regular
Business Group Core IT