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About this role

• Act as a subject matter expert of SolarWinds and have a solid understanding of design, troubleshooting and configuration.
• Perform configuration, tuning, and troubleshooting SolarWinds and related network management system tools.
• Maintain documentation of configured metrics and configurations
• Interact with Infra / Network / Application stakeholders in determining appropriate monitoring needs
• Able to install, configure and administer SolarWinds components to include Network Performance Monitor (NPM), NCM(network Configuration Manager) and NTA (Network Traffic Analyzer )
• Should have an expertise in Solarwinds tool implementation, migration and administration on (NPM,NCM,NTA,WPM,VNQM SAAS Product
• Provide expertise to define, monitor, and report on SLAs
• Provide expertise to detect and verify performance issues and determine the scope of the performance issue
  
  

• Excellent communication skills,
• Ability to Empathize, pacify and handle Irate Customers withExceptional communication skills.
• Technical Knowledge in Troubleshooting Base Operating systemIssues and eager to learn New Technologies.
• Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN,Security App etc. over Remote Support
• Answer incoming calls and respond to customer?s emails intimely manner.
• Manage and resolve customer complaints.
• Identify and escalate issues to supervisors as and when needed.
• Provide product and service information to customers.
• Research required information using available resources andOffer Solution to customers.
• Research, identify, and resolve customer complaints usingapplicable software.
• Route calls and tickets to appropriate resources and Domains whocan best support he user,
• Document all call information according to standard operatingprocedures.
• Recognize, document, and alert the management team of trends incustomer calls.
• Create SOPs for new Issues and resolution given.
• Complete call logs and reports.