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Solarwinds Inc. Technical Support Representative in Berlin, Germany

Overview

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.

Responsibilities

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

  • 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

  • Interact with customers and more technical users (Network Administrators, System Administrators)

  • 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

Qualifications

  • Ideally 3+ years of demonstrated experience in Network/Storage/System Administration, including; Experience with installation, service and administration of a medium to large multi-server environments

  • Experience with 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.

  • Professional certifications are a plus: Network+, CCENT, CCNA, MCSE, VCP etc.

What we offer

  • A well established and professional IT company.

  • Excellent opportunities for further development in an innovative international technology company.

  • Ability to earn SolarWinds certifications.

  • Access to next generation technologies.

  • A Solarwinds IT community with 130K members.

  • A great modern office in Berlin-Mitte.

  • An international working environment characterized by flat hierarchies, a great company spirit and an open feedback culture.

  • The ability to work amongst a professional, dynamic and vibrant global team with friendly, highly-qualified colleagues.

  • Nice kitchen with free coffee, drinks and fruits.

  • Once a week free gourmet catering.

  • Free in-house English lessons upon request.

Our Berlin office is growing. If you are looking for a new challenge in an innovative and established international IT Software company, then join our dynamic, professional and friendly team and apply now.

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

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