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Solarwinds Inc. Technical Support Rep, Intermediate (night shift) in Fort Bonifacio, Philippines

Overview

SolarWinds (NYSE: SWI) provides powerful and affordable IT management software to more than 100,000 customers worldwide – from Fortune 500 enterprises to small businesses. Focused on the real-world needs of IT professionals, SolarWinds products are downloadable, easy to use and maintain, and provide the power, scale, and flexibility needed to manage today’s complex IT environments. SolarWinds’ growing online community, thwack, is a gathering-place for problem-solving, technology-sharing, and participating in product development for all of SolarWinds’ products. Learn more today at.

As the successful candidate you will be responsible for providing world-class technical support for our global customers utilizing our award-winning network management software. Answering technical support questions via telephone, email and other channels as defined you will possess both technical credentials and a friendly consultative approach to solving customer problems.

Responsibilities

  • 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, CIO, etc..)

  • Manage and work support tickets per industry best practices and 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

  • Ability to multi-task

  • Reports to the Technical Support Manager

Qualifications

  • At least 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 4 years supporting and administering network devices and systems including:routers, firewalls, switches, or wireless access points.

  • Support and administer the following:

  • SQL servers (backup procedures, database maintenance, common SQL scripting)

  • Linux Environment

  • Detailed knowledge and demonstrated experience on the following:

  • scripting using Perl, Bash & Powershell

  • Windows Server 2012/2016 logging and reporting concepts

  • Microsoft Windows platform (Windows 8 and 10, Windows Server 2012 and 2016)

  • Event Viewer, Group Policy, Active Directory, Microsoft SCCM, Certificates, TLS/SSL and WMI

  • Solid understanding on the following:

  • Security Compliance Standards

  • common network services like DNS, Web Servers (IIS, Apache), FTP Servers, Email Servers, and Database Systems Administration .

  • networking protocols TCP/IP, UDP, SMTP, FTP, HTTP, SNMP, Syslog, SSH etc.

  • Virtual appliance hosted on Hyper-V, VMWare, AWS or Azure

  • Advanced troubleshooting experience on the following:

  • PC hardware/software

  • Servers – Windows 2012/2016

  • Network device – Cisco, Juniper

  • Browsers

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

  • WILLING TO WORK NIGHT SHIFT.

  • CCNA, Microsoft Certifications, SolarWinds Certified Professional (SCP) or has experienced in working with Solarwinds Products is an advantage.

Location PH-Fort Bonifacio, Taguig

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 2020-14078

# Positions 1

Category (Candidate Search) Support

Position Type Regular

Business Group Core IT

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