• Technical Support Engineer – KACE

    Location IE-Cork
    Job ID
    2018-3182
    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 KACE 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.

    If you are passionate about technology and providing great service as part of an award winning support team, this is the role for you.

     

    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. 


    Day-to-day Duties Include:

     

    • Provide timely troubleshooting and resolution for customer issues.
    • Manage the customer relationship with respect to escalated product issues.
    • Own the issue end to end and in doing so be responsible for the relationship with other parties involved e.g. Development, TAMs, etc.
    • Develop, test and document workarounds for known product issues.
    • Contribute solutions to the knowledgebase.
    • Meet or exceed short and long-term productivity results established by the Support Manager.

    Qualifications

    Requirements

    • 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.

     

    Experience:

    • Minimum 2 years’ experience in a Technical Customer Support role dealing with enterprise customers.
    • Ability to work in a fast paced international environment.
    • Great interpersonal and communication skills (both written and spoken).
    • High energy, demonstrated willingness to learn new technologies.
    • Fluency in English and another European language, preferably but not limited to German or French.
    • Experience in Systems Management Technologies (SCCM/LanDesk etc) a plus.

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