SolarWinds - Technical Support Engineer, Associate
Technical Support Engineer, Associate
Overview:
The support representative provides technical support to customers and answers complex questions regarding SolarWinds product functionality and usage via ticketing system, telephone calls and remote support. The support representative is the primary support liaison between SolarWinds and its customers. The support representative must demonstrate expert knowledge of the company’s products and convey customer feedback regarding products to the development staff.
Responsibilities:
What would you be doing?
- Responding to and/or initiating technical troubleshooting sessions with customers - via phone, email and remote sessions in English language
- Interacting with customers at all levels, with demonstrated ability to communicate with both the very basic user to the technically advanced (Network Administrators, System Administrators)
- Managing and working support tickets per industry best practices utilizing existing CRM systems
- Effectively communicating technical information to non-technical customers
- Coordinating the resolution of technical issues with Advanced Support Teams and escalating issues per pre-established guidelines
- Contributing to our Knowledgebase (author and edit knowledge base articles)
- Maintaining working lab systems to facilitate reproduction of customer issues
- Other related duties as appropriate and required
- Reporting to the Technical Support Manager
Qualifications:
What is required for this position?
- Bachelor's degree in Computer Science or equivalent education and/or work experience
- Knowledge of common network services like DNS, FTP Servers, Email Servers, and Database Systems Administration
- Experience with Microsoft Windows and Windows Server
- Troubleshooting experience (PC hardware/software, browsers, etc)
- Solid understanding of networking protocols TCP/IP, FTP, SSH
- Advanced English (both written and spoken)
- Experience from commercial environment is NOT required
- Experience on the same position is NOT required
What is required for this position?
- Experience in Network Administration/System Administration including experience with installation, service and administration of a medium to large multi-server environment is a plus
- Experience in supporting and administering network devices and systems including: routers, firewalls, switches, or wireless access points is a plus
- Professional certifications are a plus: Network+, CCENT, CCNA, MCSE, etc.
What can SolarWinds offer to you?
- Be part of a successful, rapidly growing US based company, which was evaluated as "The Best Employers in the Czech Republic"
- Investment into your professional and career growth
- Opportunity to work on products you will be proud of, frequent releases, direct communication and feedback from customers
- Friendly and informal working environment with flexible hours
- Modern and comfortable office space (coffee and snacks, game room with Xbox/Wii, table soccer, large terrace with a grill)
- Motivating salary, bonus system and promotions
- English and Czech courses during work hours in the office
- Lunch vouchers, flexi passes, pension / life insurance
- 5 weeks of vacation
If you are interested, send me your English resume to barbora.kostrunkova@solarwinds.com.
Barbora Kostrůnková
Senior Recruiter | SolarWinds – The Power to Manage IT
barbora.kostrunkova@solarwinds.com
Office: +420-511120618
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