• Enterprise Tech Supp Sr. Anlst (ETP601)

    Location SG-Singapore
    Job ID
    2018-3940
    Category
    Product Services
    Position Type
    Regular Full-Time
  • Overview

    Enterprise Tech Support Senior Analyst

     

    Introduction:

     

    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.

    Quest strives to be the best of the very best in everything we do. We are fanatically customer focused and are proud to support the most complex customers who have the highest IT demands in the world. It’s exciting, it’s rewarding, it’s hard work and offers career and personal growth.

     

    As an Enterprise Tech Support Senior Analyst you will assist in ensuring customer issues with our SharePoint products are addressed and resolved in a timely manner.

    Responsibilities

    Responsibilities:

    • Provide timely troubleshooting and resolution for customer product cases.
    • Resolves customer inquiries and issues on time, professionally and with a positive attitude to achieve customer satisfaction.
    • Manages the customer relationship with respect to product issues.
    • Communicate with product specialists and development to report and investigate customer issues.
    • Proactively anticipate and prevent potential customer issues.
    • Develops, tests and documents workarounds for known product issues. Contributes solutions to the knowledgebase.
    • Maintains high standards of excellence and strong work ethics.
    • Provide guidance, leadership, technical consultation and training to less experienced team members.

    Qualifications

    Education

    • University Degree in Computer Science or similar
    • Diploma Holders with relevant experience will also be considered

    Work Experience

     

    • 2-3 years of experience working in a consulting or managed services provider or vendor/system integrator environment

     

     

    Essential Support Skills

    • Experience in a similar customer service work environment
    • Must be independent, self-motivated, a team player and have a people-oriented personality
    • Strong troubleshooting skills and proficiency in diagnosing performance issues
    • Strong written and oral communication skills
    • Ability to work in fast paced, dynamic environment
    • Able to be professional and have timely management of personal work load covering multiple problems
    • Keep up to date with emerging technologies and current 3rd party platform versions
    • Delivery of excellent customer service

    Skills & Competencies

    • Proficiency in  Mandarin is desirable
    • Knowledge of SharePoint Server - Installing, configuring, maintaining, upgrading and managing a SharePoint Server or farm.
    • Experience with virtualization technologies (eg. VMWare, Hyper-V)
    • Knowledge of Messaging and Active Directory fundamentals
    • Experience with SQL
    • Fresh IT graduates with good problem solving skills and passion for customer service excellence are welcome

     

    Preferred Technical Skills

    • Prior Technical Support experience or proven track record in system administration
    • Previous customer support experience, or previous customer facing role with good interpersonal skills (written and spoken)
    • Familiarity with debugging tools/techniques (e.g. WebEx)
    • Strong knowledge of Windows operating systems and networking (TCPIP, DNS, LDAP, WMI, ASP, DCOM) preferably from a system administration background
    • Ability to diagnose network and disk I/O related issues.
    • Knowledge of Enterprise Backup and Recovery software
    • Technical writing skills
    • Additional language skills are highly desirable

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