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EMEA Platform Management - Technical Support Engineer

EMEA Platform Management - Technical Support Engineer

Job ID 
2017-2529
Location 
IE-Cork
Category 
Product 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. Since 1987, we’ve been reducing the time and money our customers spend on IT administration, so they can invest more on business innovation. With more than 100,000 customers in 100 countries, we emphasize innovation, strong community with customers and partners, and ongoing support throughout our customers’ journey.

 

We are currently looking for an Enterprise Technical Support Engineer to join our EMEA Platform Management Support team located in Cork, Ireland. Our people are the most critical component of our long-term success which is why we’ve created an extensive benefits package for all team members.

 

 

Responsibilities

Role Overview & Key Responsibilities

Senior Support Engineers will work as part of a Global Virtual team to provide a high standard of technical support to customers on our Platform Management suite of products. Stellar customer service and handling skills and the ability to interface, collaborate and prioritise customer issues with development and effectively communicate solutions to customers is crucial to the role.

 

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

  • Operating Systems: Windows Server 2008, 2012, 2016
  • Messaging: Microsoft Exchange 2007, 2010, 2013, 2016 and Office 365
  • Directory Services: Active Directory
  • Networking: DNS, TCP/IP
  • Databases: MS-SQL Server
  • SharePoint Server: 2010, 2013, 2016
  • 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 on our support portal (case tracking system).
  • Be pro-active in creating & publishing documentation in a customer focussed Knowledge Centred 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.
  • After 6 months, have the capability of providing after-hours support and weekend support, if required.

Qualifications

Essential Support Skills

  • Strong written and oral communication skills.
  • Demonstrable track record of excellence in a customer facing environment
  • Must be independent, self-motivated, a team player and have a people-oriented personality
  • 3+ years’ experience in a Technical Support Engineer role or equivalent.

 

Essential Technical Skills

The successful candidate will possess a strong background in 3 or more of the following technologies:

  • Exchange 2010/2013/2016 Administration Experience
  • Experience with SQL Server
  • Sharepoint Server - Installing, configuring, maintaining, upgrading and managing a Sharepoint Server or Farm.
  • Strong knowledge of Windows operating systems and networking (TCPIP, DNS, LDAP, WMI, ASP, DCOM) preferably from a system administration background
  • Messaging Fundamentals including mail routing, connectors, interoperability with foreign systems
  • Active Directory - Understand the concept of Domain/Forests, Managing / Creating Accounts and working with Policies
  • Messaging Migration project experience

 

Desirable Requirements

  • Prior Technical Support experience or proven track record in system administration.
  • VMWare / Virtual Server technology experience.
  • Technical writing skills.
  • Additional language skills – desirable but not essential.
  • Familiarity with debugging tools/techniques (eg. WebEx).

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