Enterprise Tech Supp Advisor
Quest Software Inc
Panama City, PA
hace 5 días

Responsibilities

As a successful Technical Support Engineer you will be able to work independently to test and debug customer Exchange and SQL issues in lab environments and operate as a key member of a virtual product team spanning 3 continents and multiple time zones.

An ability to work across regional boundaries with Customers as well as other engineers, Development, and Product Managers to ensure product quality and stability and a determination to professionally manage and resolve a number of potentially complex Exchange and Database issues.

As a Quest Platform Management Technical Support Engineer, you will gain exposure to some or all of the following technologies :

  • Operating Systems : Windows 8 / 10, Windows Server 2008, 2012, 2016
  • Exchange : 2007, 2010, 2013, 2016, O365 (Exchange Online)
  • Databases : MSSQL Server, 2008, 2012, 2014, 2016, 2017
  • Directory Services : Active Directory, Group Policy
  • Networking : DNS, TCP, File Shares
  • Scripting : PowerShell (PoSH), MSSQL
  • Day to Day Duties

  • Maintain a personal queue of ongoing customer issues until resolution and customer interface with R&D and other resources to bring escalated issues to resolution.
  • Document all customer case details and interactions in our case management system.
  • Be pro-active in creating & publishing documentation in a customer focused Knowledge Centered Support (KCS) environment.
  • Developing and attending training for self-improvement to assist and share knowledge with other engineers.
  • Troubleshoot customers’ issues by being able to recreate in support lab environments and by diagnosing potentially complex issues, effectively communicate solutions to customers.
  • Initiate, participate or lead, local and global projects.
  • Once familiar with the products, have the capability of providing after-hours support and weekend support, if required.

    Qualifications

    For the right individuals with a passion to deliver top quality customer service there are excellent opportunities to progress within Quest Software Support and the broader Quest organization.

    Role Requirements : Essential Support Skills

    Essential Support Skills

  • Excellent communication skills, both verbal and technical writing skills.
  • Fluent English and German speaking.
  • Demonstrable track record of excellence in a customer facing environment
  • Must be independent, self-motivated, a team player and have a people-oriented personality
  • Effective and efficient problem solving skills
  • Efficient management of personal work load covering multiple issues
  • Strong deep dive troubleshooting techniques
  • Essential Technical Skills

  • Experience in installing and administering Exchange 2010 / 2013 / 2016 and Office 365, including logging
  • Understanding of MAPI and EWS
  • Understanding of IIS and IIS logging
  • Experience with Active Directory Management (users / groups, schema knowledge, LDAP, Group Policies, ADSIEdit)
  • Experience with creating SQL queries in particular Selects and Joins
  • Ability to diagnose OS, network and disk I / O related issues.
  • Experience with cloud technologies, specifically Azure
  • Desirable Requirements

  • Previous experience managing or supporting Exchange
  • Previous experience creating PowerShell scripts / queries
  • VMWare / Virtual Server technology experience.
  • Familiarity with debugging tools / techniques (e.g. WebEx).
  • Company Description

    Quest Software enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure in order to help fuel innovation and drive their businesses forward.

    With over 2,500 team members around the globe, we intend to continue to grow revenues and add value to customers. When you join our team, you will have the opportunity to build and develop products at a scale few others can provide.

    Our product portfolio serves a large base of customers and we are addressing the strategic imperatives for enterprise businesses.

    Working with some of the most talented employees the industry has to offer, we provide enhanced career opportunities for team members to learn and grow in a rapidly changing environment.

    Why work with us?

    o Life at Quest means collaborating with dedicated professionals with a passion for technology.

    o When we see something that could be improved, we get to work inventing the solution.

    o Our people demonstrate our winning culture through positive and meaningful relationships.

    o We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.

    o Our team members’ health and wellness is our priority as well as rewarding them for their hard work.

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