MSP Technology Operations Specialist (SolarWinds)

Jolera

About The Position

Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide. We’ve helped transform hundreds of MSPs & solution providers worldwide! With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients. At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs. We are seeking an energetic, passionate individual who possesses the following attributes: Strong overall communication skills, both verbal and written. Ability to coordinate and perform at a high level with multiple teams across different geographical locations. Ability to communicate technical concepts and issues to non-technical users. The ability to lead conversations that may be technical in nature. The MSP Technology Operations Specialist is a key role in the Jolera Support Model, serving as the technical Subject Matter Expert (SME) for Jolera's SolarWinds Platform. The successful candidate will: Possess strong hands-on experience with the administration, configuration, monitoring, maintenance, and optimization of SolarWinds within an enterprise or managed services environment. Be responsible for the technical onboarding of clients and infrastructure, platform administration and maintenance, monitoring and alerting configuration, troubleshooting, automation, integrations, and continuous improvement of the SolarWinds environment. Work closely with other teams to ensure SolarWinds provides effective and reliable monitoring across Jolera's managed service environments. Demonstrate confidence and appropriate communication skills, both verbal and written. Prioritize and multitask to ensure all assignments are completed within the set time frames while maintaining a standard of quality work. Focus on internal documentation and system configuration audits to ensure efficiency and streamline Knowledge and Data Management. Gather and build thorough support documentation regarding client environments, performing compliance checks to ensure standards are met, and sharing knowledge with the Service Operations Teams.

Requirements

SolarWinds Certified Professional (SCP) is an asset
Minimum of 3 years of hands-on experience administering and supporting SolarWinds environments.
Experience with the SolarWinds Platform and associated modules.
Experience implementing and supporting SolarWinds within an enterprise, MSP, NOC, or similar environment.
Experience onboarding and monitoring network infrastructure, servers, applications, and other IT infrastructure.
Experience configuring and troubleshooting SNMP, ICMP, WMI/WinRM, APIs, and network connectivity.
Experience with SolarWinds automation, APIs, or scripting is preferred.
Experience integrating monitoring platforms with ITSM, PSA, RMM, or other operational systems is preferred.
Strong understanding of SolarWinds Platform architecture, polling, monitoring, alerting, and reporting.
Strong understanding of network and systems monitoring technologies.
Knowledge of SNMP, ICMP, WMI/WinRM, TCP/IP, DNS, and common network protocols.
Knowledge of Windows and Linux server environments.
Strong troubleshooting and analytical skills.
Strong understanding of automation and scripting concepts.
Ability to design standardized monitoring solutions across multiple client environments.
Strong communication and collaboration skills.
Strong overall communication skills, both verbal and written.
Ability to coordinate and perform at a high level with multiple teams across different geographical locations.
Ability to communicate technical concepts and issues to non-technical users.
Ability to lead conversations that may be technical in nature.
Prioritize and multitask to ensure all assignments are completed within the set time frames while maintaining a standard of quality work.

Nice To Haves

SolarWinds Certified Professional (SCP) is an asset
Experience with SolarWinds automation, APIs, or scripting is preferred.
Experience integrating monitoring platforms with ITSM, PSA, RMM, or other operational systems is preferred.

Responsibilities

Administer and maintain Jolera's SolarWinds Platform and associated modules.
Manage platform configuration, users, permissions, licensing, polling engines, monitoring templates, alerts, dashboards, reports, and other platform components.
Monitor platform health, performance, and capacity and identify opportunities for improvement.
Maintain SolarWinds standards, configuration, documentation, and operational procedures.
Own the technical SolarWinds component of client onboarding.
Work with Onboarding Specialists, Project Managers, and clients to identify infrastructure and services requiring monitoring.
Configure and onboard servers, network devices, applications, storage, virtualization, and other supported infrastructure.
Configure appropriate polling methods, monitoring templates, thresholds, alerts, and dependencies.
Validate monitoring and resolve onboarding or communication issues prior to service go-live.
Design, configure, and maintain effective monitoring and alerting within SolarWinds.
Configure and troubleshoot monitoring using appropriate technologies including SNMP, ICMP, WMI/WinRM, APIs, and SolarWinds Platform Agents where applicable.
Develop and maintain monitoring templates, thresholds, alerts, dependencies, dashboards, and reports.
Review monitoring and alerting performance to reduce false positives, alert noise, and monitoring gaps.
Perform ongoing SolarWinds platform maintenance, upgrades, patches, and configuration changes in accordance with Jolera Change Management processes.
Identify and implement improvements to platform performance, scalability, reliability, and monitoring capabilities.
Evaluate new SolarWinds features and modules and recommend opportunities to enhance Jolera's managed services.
Identify opportunities to automate SolarWinds administration, onboarding, monitoring, reporting, and operational processes.
Develop automation using SolarWinds APIs, PowerShell, scripting, and other appropriate technologies.
Develop and maintain integrations between SolarWinds and other Jolera platforms, including PSA, ITSM, RMM, reporting, CMDB, and automation platforms.
Participate in Jolera's broader Automation and AI initiatives where SolarWinds can contribute to operational efficiencies.
Act as the primary technical escalation point for SolarWinds-related issues.
Provide advanced troubleshooting and root-cause analysis for monitoring, polling, alerting, platform, and integration issues.
Work with internal technical teams and SolarWinds Support to resolve complex issues.
Develop and maintain technical documentation, standards, procedures, and best practices related to SolarWinds.
Ensure SolarWinds configurations and processes align with Jolera security, operational, and Change Management standards.
Provide technical guidance and knowledge transfer to internal teams.
Work closely with Onboarding, Service Delivery, GIRC, Project Management, and other technical teams.
Provide technical input into client solutions, service design, RFPs, and proposals where SolarWinds is involved.
Continuously evaluate the SolarWinds environment and identify opportunities to improve service quality, operational efficiency, automation, and scalability.