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KACE – Technical Support Engineer

KACE – Technical Support Engineer

Job ID 
2017-2470
Location 
IE-Cork
Category 
Support Services
Position Type 
Regular Full-Time

More information about this job

Overview

Quest is an award-winning IT management software provider offering a broad selection of solutions that solve some of the most common and most challenging IT problems and has an immediate opening for an Enterprise Tech Support Sr. Analyst at our Cork Site. This is an exciting opportunity for the right individual to join to a challenge but cooperative and team work oriented group.

 

Quest Software is seeking individuals with a background in the areas of Information Management & Platform Management. The ideal candidate will have 2+ years’ experience managing small to medium server environments.

 

We are looking for technically minded individuals with strong troubleshooting skills and the ability to support System/Network Administrators using our Systems Management/Systems Deployment product line. The ideal candidate is one who enjoys being on the cutting edge of all latest server and desktop technologies. We encourage our engineers to utilize Quest training programs to keep their technical skills current on all of the new technologies which our 100K+ customers are implementing.

 

Engineers will work independently and as part of a team using their skills to solve customer’s technical issues in various heterogeneous environments.

Responsibilities

As Enterprise Technical Support Sr Analyst - KACE, you will lead technical resolution of issues by supporting engineers and customers across the region, as well as Quest’s global support network. You will also provide expert consulting to management to influence strategic and operational improvements.

 

-Provide timely troubleshooting and resolution for customer product cases.

-Resolves customer inquiries and issues on time, professionally and with a positive attitude to achieve customer satisfaction.

-Manages the customer relationship with respect to escalated product issues.

-Communicates with development and creates the priority which development should investigate customer issues which are submitted.

-Develops, tests and documents workarounds for known product issues.

-Contributes solutions to the knowledgebase.

-Participates as a proactive member of the Quest support team by contributing to the company as follows:

-Meets or exceeds short and long-term productivity results established by the Support Manager.

-Takes accountability and resolves any issues preventing the achievement of timely, quality, and cost effective results.

-Maintains high standards of excellence and strong work ethics

Qualifications

-Bachelor's degree in computer science (or related field) or work experience equivalent

-2+ years experience with Windows and/or Linux and/or MacOSX operating systems and networking (TCP/IP, DNS, LDAP) preferably from a system administration background

-Active Directory Management and Migration experience

-Experience with SQL

- Experience with E-Mail servers - Experience with Imaging for Windows and/or MacOSX

 

Preferences

  • Experience in Systems Management Technologies (SCCM/LanDesk etc)
  • Previous customer support experience, or previous customer facing role with good interpersonal skills (written and spoken)
  • Fluent in English and another European language, preferably, but not limited to, French or German.

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