MSP Technology Operations Specialist (SolarWinds)

Who We Are

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.

Who You Are

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.

What You Will Do

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.

Key Responsibilities

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

Client & Device Onboarding
- 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.

Monitoring & Alerting
- 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.

Platform Maintenance & Improvement
- Perform ongoing SolarWinds platform maintenance, upgrades, p