Federal Premium Support Specialist
New
S
SolarWindsIT Software
This role is fully remote and will be part of the team supporting Federal US-Based customers.Full-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- Technical supportCRM
Requirements
- United States citizenship required.
- Ability to obtain and maintain a United States government security clearance.
- Bachelor’s degree in computer science or equivalent education/experience.
- Solid understanding of Microsoft Windows Server OS administration and troubleshooting.
- Knowledge of network services including DNS, IIS, Apache, FTP, Email, and Database Systems Administration.
- Understanding of networking protocols such as TCP/IP, SMTP, HTTP, SNMP, Syslog, and SSH.
- Experience in high availability system configuration, troubleshooting, and performance optimization.
- Strong verbal and written communication skills.
- Experience troubleshooting PC hardware and software.
Responsibilities
- Provide front-line technical support for SolarWinds product users via phone, email, and remote sessions.
- Manage and resolve support tickets utilizing CRM systems according to industry best practices.
- Educate customers on product functionalities and optimize their monitoring capabilities.
- Maintain working lab systems to facilitate the reproduction of customer issues.
- Contribute to the knowledgebase by authoring and editing technical articles.
- Coordinate the resolution of complex issues with advanced support teams.
- Handle Controlled Unclassified Information (CUI) within a GCC High enclave.
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