MSP Technology Operations Specialist (SolarWinds)

Jolera offers managed services to MSPs and IT solution providers worldwide, leveraging over 20 years of experience. The company specializes in delivering next-generation managed services and supports MSP partners with customized product organization to meet individual business needs.

• 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 implementing and supporting SolarWinds.
• Skills in onboarding and monitoring network infrastructure, servers, applications, and IT infrastructure.
• Ability to configure and troubleshoot SNMP, ICMP, WMI/WinRM, APIs, and network connectivity.
• Strong understanding of SolarWinds architecture, polling, monitoring, alerting, and reporting.
• Knowledge of network and systems monitoring technologies.
• Familiarity with SNMP, ICMP, WMI/WinRM, TCP/IP, DNS, and network protocols.
• Knowledge of Windows and Linux server environments.
• Strong troubleshooting and analytical skills.
• Understanding of automation and scripting concepts.
• Ability to design standardized monitoring solutions across multiple clients.
• Strong communication and collaboration skills.

Nice to have:

• SolarWinds Certified Professional (SCP) certification.
• Experience with SolarWinds automation, APIs, or scripting.
• Experience integrating SolarWinds with ITSM, PSA, RMM, or other operational systems.

Platform Administration:

• 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 components.
• Monitor platform health, performance, and capacity; identify improvement opportunities.
• Maintain SolarWinds standards, configuration, documentation, and operational procedures.

Client & Device Onboarding:

• Own technical SolarWinds component of client onboarding.
• Collaborate with Onboarding Specialists, Project Managers, and clients to identify infrastructure to monitor.
• 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 onboarding or communication issues prior to 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 monitoring templates, thresholds, alerts, dependencies, dashboards, and reports.
• Review monitoring and alerting performance to reduce false positives, alert noise, and gaps.

Platform Maintenance & Improvement:

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

Automation & Integrations:

• Identify automation opportunities for SolarWinds administration, onboarding, monitoring, reporting, and operations.
• Develop automation using SolarWinds APIs, PowerShell, scripting.
• Maintain integrations with Jolera's PSA, ITSM, RMM, reporting, CMDB, and automation platforms.
• Participate in broader Automation and AI initiatives.

Technical Support & Escalation:

• Serve as primary escalation point for SolarWinds-related issues.
• Provide advanced troubleshooting and root cause analysis.
• Collaborate with internal teams and SolarWinds Support.

Documentation & Standards:

• Develop and maintain technical documentation, standards, procedures, and best practices.
• Ensure configurations and processes align with security and operational standards.
• Provide technical guidance and knowledge transfer.

Collaboration & Continuous Improvement:

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