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 http://www.solarwinds.com .
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.
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
Bachelor’s degree in Computer Science or equivalent education and/or work experience
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
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, Win7,8, Windows Server (2000 – 2008/2010 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+, CCNA, CCNP, MCSE, etc.
WILLING TO WORK EMEA HOURS/MID-NIGHT SHIFT