Technical Support Representative

SolarWinds; Taguig; On-site; PHP 420,000 - 660,000; Full time

Job summary

SolarWinds is seeking a skilled technical support professional to deliver world-class assistance to our global customers using our network management software. The role demands a friendly, consultative approach and strong troubleshooting skills.

You will handle tickets via phone, email, and remote sessions, collaborate with Tier 1–2 teams, contribute to knowledge base, and develop product knowledge to improve customer experience. This position may require a 24/7/365 schedule.

Qualifications

• 2+ years of experience in Network Administration or System Administration.
• Experience with installation, service, and administration of a medium to large multi-server environment.
• Background or working knowledge of Databases, especially MS SQL, is an advantage.

Responsibilities

• Respond to and/or initiate technical troubleshooting sessions with customers via phone, email, and remote session.
• Interact with customers at all levels, from basic users to technically advanced administrators.
• Manage and work support tickets within CRM systems following best practices.
• Effectively communicate technical information to non-technical customers.
• Coordinate issue resolution with Advanced Support Teams and escalate when needed.
• Contribute to Knowledgebase by authoring and editing articles.
• Collaborate with Tier 1–2 teams to maintain high customer experience.

Skills

Network Administration

System Administration

Troubleshooting

Customer support

Communication

Education

Bachelor's degree in Computer Science or related field

Tools

CRM systems

Windows Server

MS SQL

Networking devices (routers, switches)

Job description

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!

Overview

The successful candidate will be responsible for providing world-class customer support for ourglobal customers utilizing our award-winning network management software. The candidatewill be responsible for answering technical support questions via phone, email, and otherchannels 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 thevery basic user to the technically advanced (Network Administrators, System Administrators).
• Manage and work support tickets within SLG per industry best practices utilizing existing CRMsystems.
• Effectively communicate technical information to non-technical customers.
• Coordinate the resolution of technical issues with Advanced Support Teams and escalat
• Contribute to our Knowledgebase (author and edit knowledge base articles).
• Collaborate with our Tier 1 through consultation and mentoring to maintain a high customerexperience.
• Develop thorough product knowledge to help our customers effectively. "
• Work with our Development Team and/or Application Engineers through swarms andconsultation 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/SystemAdministration.
• At least 2 years of demonstrated experience in Network Administration/System.
• Administration, including experience with installation, service, and administration of a mediumto 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, includingrouters, 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 the Microsoft Windows Server 2012 or above.
• 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 withinstallation, service, and administration of a medium to a large multi-server environment.
• Valid SolarWinds Certification (SCP) is a big advantage

SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.

All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice