• Respond to and initiate technical troubleshooting sessions with customers – via phone, email, and remote session through Cisco Webex, MS Teams, Zoom, and Google Meet.• Interact with customers, with the ability to communicate with basic to advanced users.• Provide technical support, resolving queries in system config, product functionality, fixes & bugs.• Manage support tickets within SLG per industry best practices using existing CRM systems.• Coordinate the resolution of technical issues with Advanced Support Teams & escalate issues.• Develop thorough product knowledge to help our customers effectively.• Consult with the Dev Team or App Engineers to ensure cases are moved promptly

Customer onboarding and adoption of The SolarWinds Hybrid Cloud Observability Network Performance and Monitoring PlatformInitiate Onboarding Sessions with Customers Via Email and Teams-Interact With Customers and Schedule Regular Deployment Engagements over a period of up to 3 months.-Step By Step Walkthrough of the installation and configuration of the SolarWinds Platform and SolarWinds Databases with Customers Via Teams-Deployment Of SolarWinds Hybrid Cloud Observability on Customer Environments with varied Architecture Environments including On-Premises, Cloud ( Azure, AWS...) And Hybrid Environments-Training Customers on Using SolarWinds Hybrid Cloud Observability Network Performance and Monitoring Platform and HCO product related Features such as SAM,NTA,NCM,UDT,WMAN Over Multiple Teams Sessions

Role: IT Support EngineerResponsibilities:Windows 10 and Windows 11 Management:Set up and configured Windows 10 and Windows 11 environments for small businesses, ensuring optimal performance and security.Conducted regular updates and patches to maintain system integrity.Networking and Security:Set up networks by configuring and optimizing network infrastructure components, including VPN, DNS, DHCP, IP addressing, and subnets.Implemented network troubleshooting tools like ping, tracert, and netstat to resolve connectivity issues.Educated clients on cybersecurity best practices, including the use of firewalls, anti-virus, and anti-malware solutions.Device and Application Management:Utilized Microsoft Endpoint Manager (Intune) for the management of devices and applications, ensuring secure and compliant operations.Group Policy and Active Directory:Assisted in the administration of Group Policy and Active Directory to manage user accounts and permissions effectively.Backup and Disaster Recovery:Provided solutions for backup and disaster recovery strategies, ensuring data protection and business continuity.

In this part-time role My responsibilities encompassedSetting up small business networks by configuring and optimizing network infrastructure components.Organization and facilitation of computer networking seminars and training events, involving logistical coordination and material preparation.This dual role allowed for active participation in educational initiatives and practical networking solutions for small businesses, contributing to the company's overarching mission.