• Enterprise Tech Supp Sr. Anlst (ETP600)

    Location US-OK-Remote
    Job ID
    2018-3537
    Category
    Product Services
    Position Type
    Regular Full-Time
  • Overview

    A Technical Support Engineer assists our customers in the resolution of their technical issues with Quest products. With customer service as our primary goal, we act as an advocate for the customer while using all available resources, including troubleshooting, investigating, researching and engaging other departments (R&D, Sales, etc), when needed. We strive to provide World Class support and leading edge solutions.

    Responsibilities

    Ownership of technical issues and Focuses on customer satisfaction.
    Good case management skills.
    Participation in demand reduction and KCS (Create quality KB content).
    Continuous self-learning of Unified EndPoint Management Products and Industry technologies.
    Participate in afterhours/on-call rotation.
    Focus on Quest goals.

    Qualifications

    Self Motivated and Team Player
    Strong Problem Solving
    Technical Skills
    Excellent Customer Service
    Excellent Oral and Written Communication
    Ability to cope in pressurized environments
    Dependability
    Good judgment
    Teamwork

     

    Technical:
    Prior Technical Support experience or experience supporting internal system users.
    Familiarity with troubleshooing tools/techniques.
    Strong knowledge of Windows operating systems and networking (TCPIP, DNS, LDAP, WMI, ASP, DCOM), preferably from a system administration background.

    Exposure to ESX, Citrix, Hyper-V, Terminal Services or System Center Virtual Machine Manager.
    Prior experience with Linux and MacOs an asset.
    Strong Technical Writing skills

     

    Education:
    Computer Science Graduate degree or Graduate Degree with IT Software Proficiency with 2 yrs of relevant experience working in a technical support department for a medium to large software company

     

    Relevant Certifications:

    Support Professional - MSFT MCP, VMWARE VCP, CCNA

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