Solarwinds Inc. Technical Support Representative in Berlin, Germany
Since our founding in 1999, SolarWinds’ mission has been to provide purpose-built products that are 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. If there is a piece of IT infrastructure anywhere in the world where performance matters, SolarWinds provides the technology to manage it.
Whether you’re an army of one managing a small environment, an MSP responsible for multiple customers, part of an IT team managing an enterprise, or you’ve migrated to the cloud—if you care about IT performance —SolarWinds has powerful, easy-to-use, and affordable products to help you manage it.
Respond to and/or initiate technical troubleshooting sessions with customers - via phone, email and remote sessions
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
Ideally 3-5 years of demonstrated experience in Network/Storage/System Administration, including; Experience with installation, service and administration of a medium to large multi-server environments
Minimum 3-5 years supporting and administering network devices and systems including: routers, firewalls, switches, storage arrays, server domains and virtualisation technologies.
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 across hetrogenious environments
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, VCP etc.
This is a fantastic opportunity to get in at the ground level of an international powerhouse. APPLY Today to secure your chance for a new career with many advancement opportunities.
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 2019-12382
# Positions 1
Category (Candidate Search) Support
Position Type Regular
Business Group SolarWinds