• Data Protection - Technical Support Engineer

    Location IE-Cork
    Job ID
    2018-2994
    Category
    Support Services
    Position Type
    Regular Full-Time
  • 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 Data Protection 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.

    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 Data Production 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 Data Protection Support Engineer you will gain exposure to all of the following technologies:

    • Operating Systems: Windows Server 2008, 2012, 2016, Red hat, Centos, Ubuntu
    • Networking: DNS, TCP/IP
    • Virtualisation Toolsets: Hyper V, VMware
    • Microsoft Applications: Active Directory / Exchange / MS-SQL Server / SharePoint
    • SAN concepts and the SAN Fabric network 

    Responsibilities

    • Provide top class end to end technical support by reproducing, trouble-shooting, diagnosing and resolving complex issues & effectively communicate solutions to customers.
    • 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.
    • 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 team engineers.
    • Initiate, participate or lead, local and global projects.

    Qualifications

    Essential Support Skills

    • Excellent communication skills, both verbal and written.
    • 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:

     

    • Strong knowledge of Windows operating systems and networking (TCPIP, DNS, LDAP, WMI, ASP, DCOM) preferably from a system administration background
    • Good knowledge of LINUX and virtualisation toolset such as Hyper-V and VMware
    • Experience with Microsoft server applications such as SQL, SharePoint and Exchange.
    • Ability to diagnose OS, network and disk I/O related issues.
    • Understanding of SAN concepts and the SAN Fabric network – e.g. LUN provisioning, Zoning

     

    Desirable Requirements

    • Prior Technical Support experience or proven track record in system administration.
    • Technical writing skills.
    • Knowledge of Enterprise Backup and Recovery software a plus.
    • Fluent in English and another European language is desirable, preferably, but not limited to, French or German.

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