• Enterprise Tech Supp Sr. Anlst - Support Operations Helpdesk

    Location IE-Cork
    Job ID
    Product 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

    The Enterprise Technical Support Sr. Analyst will be part of the global Technical Support Operations team servicing our internal Support Helpdesk.  This position will report to the Sr. Manager of Technical Support Operations.

    In this role you will be helping our global support team address issues with internal support systems, assist with user acceptance system testing, account provisioning and decommissioning, as well as a variety of other operational support tasks and projects.

    Although global in nature, this role will be primarily responsible for servicing our EMEA region team members.


    • 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 internal customer issues until resolution and interface with both internal support team members as well as our IT department to bring issues to resolution.
    • Be pro-active in creating & publishing documentation in regards to the systems and process you support.
    • Developing and attending training for self-improvement to assist and share knowledge with other team engineers.
    • Initiate, participate or lead, local and global projects.


    • Excellent communication skills, both verbal and written.
    • Must be independent, self-motivated, a team player and have a people-oriented personality
    • 3+ years’ experience in a Helpdesk or Technical Support Engineer role
    • Strong knowledge of Windows operating systems and Microsoft Office applications.
    • User level knowledge of Service Now ITSM to manage helpdesk tickets.
    • Siebel Service or similar CRM, LiveHelpNow or other chat applications, SalesForce Service Cloud, etc.
    • Prior Technical Support experience or proven track record in system administration.
    • Technical writing skills.
    • Knowledge of server hardware, networking, and VMWare a plus.



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