Enterprise Tech Supp Advisor (ETP701)

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 LACA Platform Management Support team located in Panama. 

As a Technical Support Engineer, you will be responsible for providing technical support across Quest Platform Management products via phone, web & emails in a fast paced environment. Stellar customer service and handling skills and the ability to interface, collaborate and prioritize customer issues with development as well as effectively communicate solutions to customers is crucial to the role. 

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.

As a successful Technical Support Engineer you will be able to work independently to test and debug customer product issues on the Sharepoint platform in lab environments and operate as a key member of a virtual product team spanning 3 continents and multiple time zones. 

An ability to work across regional boundaries with Customers as well as other engineers, Development, and Product Managers to ensure product quality and stability and a determination to professionally manage and resolve a number of potentially complex Exchange and Database issues.

As a Quest Platform Management Technical Support Engineer you will gain exposure to some or all of the following technologies:

• Operating Systems: Windows 8/10, Windows Server 2008, 2012, 2016
• Sharepoint: 2007, 2010, 2013, 2016, O365
• Databases: MSSQL Server, 2008, 2012, 2014, 2016, 2017
• Directory Services: Active Directory, Group Policy
• Networking: DNS, TCP, File Shares
• Scripting: PowerShell (PoSH), MSSQL

Day to Day Duties

• Maintain a personal queue of ongoing customer issues until resolution and customer interface with R&D and other resources to bring escalated issues to resolution.
• Document all customer case details and interactions in our case management system.
• Be pro-active in creating & publishing documentation in a customer focused Knowledge Centered 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 communicate solutions to customers.
• Initiate, participate or lead, local and global projects.

·         Once familiar with the products, have the capability of providing after-hours support and weekend support, if required.

For the right individuals with a passion to deliver top quality customer service there are excellent opportunities to progress within Quest Software Support and the broader Quest organization.

Role Requirements:

Essential Support Skills

• Excellent communication skills, both verbal and Technical writing skills.
• Demonstrable track record of excellence in a customer facing environment
• Must be independent, self-motivated, a team player and have a people-oriented personality
• Effective and efficient problem solving skills
• Efficient management of personal work load covering multiple issues
• Strong deep dive troubleshooting techniques

Essential Technical Skills

• Experience in installing and administering Sharepoint 2007/2010/2013/2016 and Office 365
• Understanding of Load balancing and TCP protocol
• Understanding of IIS and IIS logging
• Experience with Active Directory Management (users / groups, schema knowledge, LDAP, Group Policies, ADSIEdit)
• Experience with creating SQL queries in particular Selects and Joins
• Ability to diagnose OS, network and disk I/O related issues.
• Previous experience creating PowerShell scripts/queries
• Experience with cloud technologies, specifically Azure

 Desirable Requirements

• Previous experience managing or supporting Sharepoint
• VMWare / Virtual Server technology experience.
• Familiarity with debugging tools/techniques (eg. Fiddler).