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 within SLG 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)
Collaborate with our Tier 1 through consultation and mentoring to maintain a high customer experience.
Develop thorough product knowledge to help our customers effectively
Work with our Development Team and/or Application Engineers through swarms and consultation to ensure cases are moving promptly.
Other related duties as appropriate and required
Reports to the Tier 2 Technical Support Manager
Qualifications
At least 2 years of demonstrated experience in Network Administration/System Administration
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
Background or working knowledge of Databases, especially with MS SQL, is an advantage
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
Demonstrated experience with Microsoft Windows Server 2012 or above
Advanced troubleshooting experience (software, browsers, etc..)
Solid understanding of networking protocols TCP/IP, SMTP, FTP, HTTP, SNMP, API, WinRM, Syslog, SSH, etc.
Experience in a 24/7/365 work schedule environment
Professional certifications are a plus: Network+, CCENT, CCNA, MCSE, etc.
Bachelor's degree in Computer Science or equivalent education and/or work experience with installation, service, and administration of a medium to a large multi-server environment
Valid SolarWinds Certification (SCP) is a big advantage
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.
All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice
