ITOM Technical Support (Night Shift)

  • Full Time
  • Taguig

SolarWinds


Overview

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.

Responsibilities

  • Respond to and/or initiate technical troubleshooting sessions with customers – via phone, email and remote session in English Language.
  • 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, IT Manager, 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)
  • Supports Prem/Prem Enterprise customers having attained tenureship and required the required Technical and Soft Skills
  • Maintain working lab systems to facilitate reproduction of customer issues
  • Work on any new ad hoc Projects assigned to help with improvements in support team
  • Other related duties as appropriate and required
  • Ability to multi-task
  • Reports to the Technical Support Manager

Qualifications

  • Respond to and/or initiate technical troubleshooting sessions with customers – via phone, email and remote session in English Language.
  • 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, IT Manager, 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)
  • Supports Prem/Prem Enterprise customers having attained tenureship and required the required Technical and Soft Skills
  • Maintain working lab systems to facilitate reproduction of customer issues
  • Work on any new ad hoc Projects assigned to help with improvements in support team
  • Other related duties as appropriate and required
  • Ability to multi-task
  • Reports to the Technical Support Manager
READ:   Vendor Account Specialist

Qualifications

  • 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.
  • Support and administer the following:
    • SQL servers (backup procedures, database maintenance, common SQL scripting)
    • Linux Environment
  • Detailed knowledge and demonstrated experience on the following:
    • scripting using Perl, Bash & Powershell
    • Windows Server 2012/2016 logging and reporting concepts
    • Microsoft Windows platform (Windows 8 and 10, Windows Server 2012 and 2016)
    • Event Viewer, Group Policy, Active Directory, Microsoft SCCM, Certificates, TLS/SSL and WMI
  • Solid understanding on the following:
    • Security Compliance Standards
    • common network services like DNS, Web Servers (IIS, Apache), FTP Servers, Email Servers, and Database Systems Administration.
    • networking protocols TCP/IP, UDP, SMTP, FTP, HTTP, SNMP, Syslog, SSH etc.
    • Virtual appliance hosted on Hyper-V, VMWare, AWS or Azure
  • Advanced troubleshooting experience on the following:
    • PC hardware/software
    • Servers – Windows 2012/2016
    • Network device – Cisco, Juniper
    • Browsers
  • Experience in a 24/7/365 work schedule environment.
  • Exceptional verbal and written communication and customer interaction skills are critical for this position
  • WILLING TO WORK NIGHT SHIFT.
  • CCNA, Microsoft Certifications, SolarWinds Certified Professional (SCP) or has experienced in working with Solarwinds Products is an advantage.

  • Antas ng seniority


    Di-angkop

  • Uri ng trabaho


    Full-time

  • Function sa trabaho


    Information Technology

  • Mga Industriya


    Computer Software


Apply

Por favor, para apuntarte a este trabajo visita ph.linkedin.com.

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