• Technical Support Rep, Intermediate

    Location US-UT-Lehi
    Job ID
    2018-11517
    # Positions
    1
    Category
    Support
    Position Type
    Permanent
    Business Group
    SolarWinds
  • Overview

    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.

    Responsibilities

    • 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)

    Qualifications

    • 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 2003/2008 logging and reporting concepts
    • Demonstrated experience with the Microsoft Windows platform (XP, Vista, Win7, Windows Server (2000 – 2012 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

     

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