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.
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.
Self Motivated and Team Player
Strong Problem Solving
Excellent Customer Service
Excellent Oral and Written Communication
Ability to cope in pressurized environments
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
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
Support Professional - MSFT MCP, VMWARE VCP, CCNA