• Enterprise Tech Support Advisor

    Location IE-Cork
    Job ID
    2018-3481
    Category
    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 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

    Technical 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 specialising in the migration space. 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 Support Engineer you will gain exposure to some or all of the following technologies:

    • Operating Systems: Windows 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

    Day to Day Duties

    • Maintain a personal queue of ongoing customer issues until resolution, and 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 communicating solutions to customers.
    • Initiate, participate or lead, local and global projects.

    Qualifications

    • An in-depth understanding of different messaging and collaboration systems, in particular Office 365 and Exchange 2010/2013/2016 
    • Messaging Fundamentals including mail routing, connectors, interoperability with foreign systems
    • Strong knowledge of Windows operating systems and networking (TCPIP, DNS, LDAP, WMI, ASP, DCOM) preferably from a system administration background
    • Active Directory Management and Migration experience
    • Knowledge of AD Access Control Lists and Active Control Entries, and trusts between AD Forests
    • Understanding of MAPI and EWS
    • Knowledge of Internet Information Server (IIS)
    • Experience with SQL Server 2000 and SQL Server 2012/2014/2016

     

    Desirable Requirements

    • Prior Technical Support experience or proven track record in system administration.
    • VMWare / Virtual Server technology experience.
    • Technical writing skills.
    • Familiarity with debugging tools/techniques (eg. WebEx).
    • Additional language skills are an advantage

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