• Technical Support Representative

    Location IE-Cork
    Job ID
    2018-11536
    # Positions
    1
    Category (Candidate Search)
    Support
    Position Type
    Permanent
    Business Group
    SolarWinds
  • Overview

    Are you an expert troubleshooter with a passion for problem solving ?

    Do you relish working in a fast-paced, fast changing environment?

    Does playing a critical role in the support of industry-leading IT solutions, used by a community of 150,000+ IT professionals excite you?

     

    If so, we’d love to talk to you about our current opportunities in Solarwinds Technical Support.

     

    As part of our Support Team, you would be an advocate for our customers, supporting them in the management of IT solutions that we deliver through our powerful Solarwinds family of IT management products. You will have the opportunity to work and train with some of the industries leading IT Management experts. A team that share your enthusiasm and drive for technology, investigation and learning. You will have the opportunity to take ownership of complex IT issues, the opportunity to build and use your knowledge and initiative in researching and solving complex IT problems.

    Responsibilities

    What are your responsibilities in this position?

    • Respond to and/or initiate technical troubleshooting sessions with customers - via phone, email and remote sessions
    • Interact with customers at a technical level (Network Administrators, 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 per pre-established guidelines
    • Contribute to the growth of our key Knowledge Base (author and edit knowledge base articles)
    • Maintain working lab systems to facilitate reproduction of customer issues
    • Other related duties as appropriate and required

     

    Qualifications

    • Bachelor's degree in Computer Science or equivalent education and/or work experience
    • Demonstrated experience in Network Administration/System Administration including experience with installation, service and administration of a medium to large multi-server environment
    • Experience 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.

    This is a fantastic opportunity to join an international powerhouse in IT monitoring. APPLY Today to secure your chance for a new career with many advancement opportunities.

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