MSP Technology Operations Specialist (SolarWinds)

Jolera is a Global Systems Integrator (GSI) that offers managed services to MSPs and IT solution providers, with over 20 years of experience. The company focuses on providing specialized care and solutions tailored to individual MSP business needs.

• SolarWinds Certified Professional (SCP) is an asset.
• Minimum 3 years hands-on experience administering and supporting SolarWinds environments.
• Experience with SolarWinds Platform and associated modules.
• Experience in enterprise, MSP, NOC, or similar environments.
• Experience onboarding and monitoring network infrastructure, servers, applications, and IT infrastructure.
• Experience configuring and troubleshooting SNMP, ICMP, WMI/WinRM, APIs, and network connectivity.
• Preferred experience with SolarWinds automation, APIs, or scripting.
• Preferred experience integrating monitoring platforms with ITSM, PSA, RMM, or operational systems.
• Strong understanding of SolarWinds architecture, polling, monitoring, alerting, and reporting.
• Strong knowledge 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 client environments.
• Strong communication and collaboration skills.

Platform Administration:

• Administer and maintain the SolarWinds Platform and associated modules.
• Manage platform configuration, users, permissions, licensing, polling engines, monitoring templates, alerts, dashboards, reports, and other components.
• Monitor platform health, performance, and capacity; identify improvement opportunities.
• Maintain SolarWinds standards, configuration, documentation, and procedures.

Client & Device Onboarding:

• Lead the technical SolarWinds component of client onboarding.
• Collaborate with Onboarding Specialists, Project Managers, and clients to identify monitoring requirements.
• Configure and onboard servers, network devices, applications, storage, virtualization, and other infrastructure.
• Configure polling methods, monitoring templates, thresholds, alerts, and dependencies.
• Validate monitoring and resolve issues before service go-live.

Monitoring & Alerting:

• Design, configure, and maintain monitoring and alerting within SolarWinds.
• Configure and troubleshoot monitoring using SNMP, ICMP, WMI/WinRM, APIs, and SolarWinds Agents.
• Develop and maintain templates, thresholds, alerts, dependencies, dashboards, and reports.
• Review and improve monitoring to reduce false positives and gaps.

Platform Maintenance & Improvement:

• Perform platform maintenance, upgrades, patches, and configuration changes per Change Management processes.
• Identify and implement improvements to platform performance, scalability, reliability, and monitoring.
• Evaluate new SolarWinds features and recommend enhancements.

Automation & Integrations:

• Identify automation opportunities in administration, onboarding, monitoring, reporting, and operations.
• Develop automation using SolarWinds APIs, PowerShell, scripting, and other technologies.
• Develop and maintain integrations with PSA, ITSM, RMM, reporting, CMDB, and automation platforms.
• Participate in Automation and AI initiatives to enhance operational efficiency.

Technical Support & Escalation:

• Act as primary technical escalation point for SolarWinds issues.
• Provide advanced troubleshooting and root-cause analysis for monitoring and platform problems.
• Work with internal teams and SolarWinds Support to resolve complex issues.

Documentation & Standards:

• Develop and maintain technical documentation, standards, procedures, and best practices.
• Ensure alignment with Jolera security, operational, and Change Management standards.
• Provide technical guidance and knowledge transfer.

Collaboration & Continuous Improvement:

• Work closely with Onboarding, Service Delivery, GIRC, Project Management, and technical teams.
• Provide technical input for client solutions, service design, RFPs, and proposals.
• Continuously evaluate the environment to enhance quality, efficiency, automation, and scalability.