MSP Technology Operations Specialist (SolarWinds)

About this role

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, 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.
• Automation & Integrations
• 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.
• Technical Support & Escalation
• 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.
• Documentation & Standards
• 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.
• Collaboration & Continuous Improvement
• 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.

Requirements

• Qualifications & Experience
• 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.

Benefits

What We Offer

• Competitive compensation & benefits package.
• Company events, recognitions, and celebrations.
• Career development and growth opportunities.