• Provide advice and guidance as the subject matter expert to ensure successful ongoing usage and adoption of our offerings• Explain and promote innovative solutions to client requirements• Engaging with client support as a client advocate to ensure speedy resolution of client issues• Engaging with Product management as the client advocate on product roadmap discussions• Drive revenues by managing the pre-sales technical process and evangelizing technology to existing clients and to drive new product and service offerings.• Manage the Client technical proposal process and ensure that all technical information and recommendations addressing client requirements are accurate, properly defined and detailed.• Work closely with peers in Service & Support to ensure that the Client’s requirements are fulfilled and their expectations met. Act as an escalation point for the Services product fulfillment resources

• Partner with customers to create and implement Customer Success Plans, establish trusted advisor relationships with key executive sponsors to align with their business goals; develop a consultative relationship to learn and understand their key initiatives. Maintain regular contact with assigned accounts.• Understand business needs, use cases, data, and metrics identified to measure success in order to hold review sessions with key stakeholders. Regularly deliver presentations related to N-able product offerings, relevant industry trends, corporate updates, and detailed account business reviews.• Increase product adoption by ensuring partners are using SolarWinds best practices and leveraging N-able support resources.• Drive awareness of SolarWinds suite of product offerings and identify new opportunities in collaboration with the sales team. Define adoption and expansion strategies in collaboration with other team members. Own the business review process, and account health check.• Proactively identify opportunities to increase customer value and/or resolve potential customer retention issues by acting as a customer advocate. Develop a communication cadence, and leadership on product updates that impact your customers' activities and objectives; facilitate working sessions, training, product demos, executive briefings, and client appreciation activities.• Partner with our Business Insights team to help deliver data insights for web and mobile applications. Support the renewal process in collaboration with sales, and other teams.

Performing infrastructure daily checks and working with partners to resolved day to day operational issues. Performing, monitoring and improving infrastructure performance on a day-to-day basisManaging, responding and resolving to infrastructure alertsEnsuring the resolution of incidents and requests in SLA to improve serviceWorking with partners and security teams to ensure services are secure and compliantManaging technical change which impacts IT Infrastructure Services ensuring minimal riskParticipating regular DR reviews, tests and performance testingOwning hardware and software patching process both automated and manualAssist with capacity planning reportsMaintain uptime levels and improve the running of the infrastructurePublish, improve and manage internal I.T. documentation and processesContribute to continual service improvement. Delivery of local infrastructure projects, builds, installations and configuration to best practiceWork with IT Infrastructure Design and Delivery functions to ensure quality of service and ensure support is planned into all infrastructure solutions and appropriate support models in place

Manages servers running in Windows 2012 R2 platform and network devices; performs system’s routine maintenance and configuration, prepares reports and documentationMicrosoft Active DirectorySymantec Endpoint Installations and ConfigurationsAssists with troubleshooting network infrastructure equipmentTroubleshoots PC/User issues running in Windows and MAC OS environmentsMonitors server performance using PRTG monitoring toolEnsures lab systems’ data is backed up/ archived as required using VEEAM Backup Software to ensure system can meet required RTO and RPO. Performs recovery of data as neededAssists in deploying IT security measures, penetration testing and vulnerability assessmentRecognized as the point person for immediate resolution of complex system and network issuesResponsible for the evaluation and recommendation of the new hardware and softwareAnalyses firewall logs and Windows event logs to verify causes of failure, provides root cause analysis

Authors internal documentation, such as infastructure diagrams, installation/configuration documents and release notesTroubleshoots and debugs environment and infrastructure problems found in the production and non-production environments. (Production and UAT Servers)Assists in managing the corporate systems in a racked Windows/Intel environment, including the following: Windows Server 2003, 2008, 2003 R2 and 2008 R2, 2012, Windows XP, Active Directory, MS Exchange, MS Terminal Services, DNS services, spam filters, intrusion detection systems and VMWare ESX HostsAutomates systems monitoring tasks using Netgain monitoring toolsServer hardware provisioning including configuration and deploymentPerforms Data backup management using CA Arcserve and IBM Tape Library and scheduling and reporting for both internal corporate systems and data center systemsPerforms troubleshooting and support corporate operations such as web sites, SFTP sites, ticketing system sites, test management suite and SMTP servicesWorks with other team members in Operations, QA, and Product Management to plan the deployment of software releases and continuously improves the infrastructure configuration processesWorks with Operations management to analyse, plan and develop the run-book automation related to the software deployment processes and supporting infrastructureManagement of various services like DNS, DHCP, Domain Controllers and Active Directory including creation of accounts, IIS, trusting between three Domains. Design, implementing and Managing LAN and WANPerforms all level of hardware and software systems support for servers. (L1, L2 and L3)Demonstrates ability to satisfy users through troubleshooting and problem resolutionRecognized as the point person for immediate resolution of complex system and technical issuesAnalyses firewall logs and Windows event logs to verify palpable causes of failure

Works as a support person for pre/post technical issues for Autodesk Horizontal Products – AutoCAD and 3ds Max legacy software (installation, performance, deployment, licensing) – provides support through voice call, email, remote and onsite assistance. Conducts seminars for end-users for new features of the software and prepares demo materials for in-house and on-site trainingsWorks with vendors and resellers in conducting pre/post sales demo events for end users and prospect clientsStandardises ALC (Autodesk Learning Centre) standards in conducting paid trainings for Autodesk Software (AutoCAD and 3ds Max)Works as a technical resource in giving information about hardware and software recommendations and analysis

Performs daily system and network administration for a medium scale infastructure (50 servers, 2 routers, 1 firewall and 4 switches)Performs maintenance and administration of servers such as OS patching and server upgradingVerifies the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backupsTroubleshoots issues related to the servers, network peripherals and client PCsWarrants regular security monitoring to identify any possible intrusions. Securing network ports (OS level with iptables and firewall)Checks daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessaryRepairs and recovers from hardware or software failures. Coordinates and communicates with impacted constituencies and vendors for solutionsLiaises with technology vendors for possible technology upgrade

Works as a front line for technical concerns regarding Trend Micro Consumer Software (installation, performance, connectivity and virus removal) – provides support through voice call, email and remote assistanceMeets quotas and performance statistics such as Resolution rate, Handling time and QA standards.

Installs, maintains, troubleshoots and upgrades computer hardware, software, network infrastructures, peripheral equipment and electronic mail systems Acts as a technical resource in assisting users to resolve problems with IT equipment and data; implements solutions and staffs a centralized helpdesk to facilitate exchange of information and adviceMakes hardware and software acquisition recommendations and provides justification for equipment and servicesHandles special projects and assists with the planning, design and research for new hardware and software systems