Technical Support Rep, Intermediate

Location PH-Fort Bonifacio, Taguig
Job ID
2018-10375
# Positions
1
Category (Candidate Search)
Support
Position Type
Permanent
Business Group
SolarWinds

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, 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

Qualifications

  • At least 5 years of demonstrated experience in Network Administration/System Administration including experience with installation, service and administration of a medium to large multi-server environment
  • 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 (Win7,8, Windows Server (2000 – 2008/2010 2012 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 (but not required): Network+, CCNA, CCNP, MCSE, etc.
  • Bachelor’s degree in Computer Science or equivalent education and/or work experience preferred
  • Able to work rotational weekend shift

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