Technical Support Representative - Intermediate

The successful candidate will be responsible for providing world-class customer support for our global customers utilizing our award-winning network management software. The candidate will be responsible for answering technical support questions via phone, email, and other channels as defined. The ideal candidate will have technical credentials and a friendly, consultative approach to solving customer problems.

Responsibilities

• 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)
• 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