Technical Support Representative – Associate

at SolarWinds (View all jobs)

Manila, Philippines

Req ID: 201970

At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, Partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.

The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us!

Summary:
Join our dynamic team as a Technical Support Specialist, where you’ll play a vital role in providing top-notch technical assistance and troubleshooting to our valued customers. Utilize your expertise in network and system administration to resolve complex issues and ensure customer satisfaction.

Responsibilities:

  • Respond to and/or initiate technical troubleshooting sessions with customers via phone, email, and remote sessions
  • Interact with customers at all levels, with the ability to communicate with both basic users and technically advanced 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 by pre-established guidelines
  • Contribute to our Knowledgebase by authoring and editing knowledge-based articles
  • Maintain working lab systems to facilitate the reproduction of customer issues
  • Perform other related duties as appropriate and required
  • Report to the Technical Support Manager

Qualifications:

  • Minimum of 2 years of demonstrated experience in network or 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 2008/2012/2016/2019 logging and reporting concepts
  • Demonstrated experience with the Microsoft Windows platform (Win7/8/8.1/10, Windows Server 2008/2012/2016/2019, etc.)
  • A Linux background is a plus
  • 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.
  • Bachelor’s degree in information technology or equivalent education and/or work experience
  • 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