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!

Your role:

The Technical Support - Intermediate Role at SolarWinds involves providing technical support of SolarWinds applications to SolarWinds customers who require assistance installing, configuring, upgrading and troubleshooting their SolarWinds environments. The role is highly technical and offers the successful candidate the opportunity to broaden and deepen their techncal knowledge in a variety of new and emerging technologies and applications.

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.

Responsibilities

 

Your Impact:

• Respond to and/or initiate technical troubleshooting sessions with customers - via phone, email and remote sessions
• 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 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)
• Maintain working lab systems to facilitate reproduction of customer issues
• Other related duties as appropriate and required
• Reports to the Technical Support Manager, Cork

Your Experience:

• Bachelor's degree in Computer Science or equivalent education and/or work 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 logging and reporting concepts
• Demonstrated experience with the Microsoft Windows & server platform
• 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.
• Ability to support Portuguese, German or French speaking customers is a bonus