• Technical Support Engineer - Performance Monitoring

    Location IE-Cork
    Job ID
    2018-2995
    Category
    Support Services
    Position Type
    Regular Full-Time
  • Overview

    Technical Support Engineer – Performance Management (Foglight)

     

    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 Foglight Support team. 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.

    Foglight provides a single solution for application, infrastructure, databases and virtualization monitoring.  Product details can be found on our website at https://www.quest.com/foglight/

    Responsibilities

    We are looking for individuals who enjoy helping customers resolve technical problems, learning new technologies, and who can operate in a fast paced environment. In this capacity, you will be responsible for providing technical support to customers who have purchased or are evaluating our enterprise level monitoring solutions.  As a Support Engineer within Monitoring you will work as part of a team using your skills to solve technical issues in various complex customer environments.  Additionally you will be responsible for providing after-hours support as part of an on-call rotation. 


    Day-to-day Duties Include:

     

    • Act as a customer advocate
    • Field and own incoming technical issues from customers
    • Maintain a personal queue of ongoing customer issues until resolution
    • Interface with R&D resources to bring escalated issues to resolution
    • Document all customer/case details in Support case tracking system
    • Create knowledgebase articles from resolved issues for future use by customers and internal personnel

     

    Our monitoring solutions work with the following technologies:

     

    • Databases: Oracle, MySQL Postgres SQL, MS SQL Server, DB2 UDB, Sybase
    • Virtualisation Technologies including VMWare, Hyper-V
    • Operating Systems: Unix (Solaris, HPUX, AIX, Linux); Windows 2008/2012/2016 Servers
    • Protocols: HTTP, HTTPS, SSH, TCP/IP,UDP, WinRM and DCom.
    • J2EE Application Servers: BEA WebLogic, IBM WebSphere, Oracle AS, JBoss and tomcat
    • Network Technologies: Subnets, Switches, Hubs, Routers, SPAN and TAP ports

    Others: MS Exchange, Active Directory, Amazon web Servers, Azure, IIS, Apache. 

    Qualifications

    Requirements

    • Oracle or SQL Server, at Database Administrator level.
    • Good troubleshooting and analytical skills with Java based software and able to analyse Java type logs and thread dumps
    • Good Windows and/or Unix/Linux administration and platforms skills.
    • Good understanding of Virtualization environments.
    • Good working knowledge of command line queries like Bash/PowerShell/Dos and SQL
    • You must be an independent, self-motivated, team player and have a people-oriented personality.
    • You must be able to work under pressure assisting customers to resolve their issues effectively and efficiently.
    • Technical experience with Monitoring products is an asset
    • Working experience with scripts and groovy scripts in particular is a bonus

     

    Experience:

    • Minimum 2 years’ experience in an external Technical Customer Support role.
    • Ability to work in a fast paced international environment
    • Ability to effectively interpret technical and business objectives and challenges, and articulate solutions
    • Ability to think abstractly and deal with ambiguous/under-defined problems
    • Ability to enable business capabilities through innovation
    • Looks proactively beyond the obvious for continuous improvement opportunities
    • High energy, demonstrated willingness to learn new technologies.

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