• Senior Technical Support Engineer - Data Protection

    Location IE-Cork
    Job ID
    2019-3965
    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.

     

    If you are passionate about delivering a world class standard of technical support to our customers, this role is for you!  Our team provides both proactive and reactive support which is unique in the software business.  Do you have stellar customer service skills?  Do you love to solve complex technical problems?  If so, join our award winning Technical Support team and work directly with your global colleagues, Product managers and R&D.  As an Enterprise Technical Support Engineer, you will become a one-stop-shop for our customers working with Data Protection Products.  In Quest, our people are the most critical component for our long term success which is why we have created an extensive benefits package for all team members.

    Responsibilities

    • You will own customers’ technical issues end to end giving you the opportunity to increase your technical knowledge as you learn from other teams
    • You will be the trusted advisor / customer advocate as you interact with other teams i.e. global support teams, Product Mgmt, R&D to bring escalated issues to resolution
    • You will develop, test and document workarounds for known product issues
    • As a successful Engineer you will work independently to test and debug customer issues in lab environments
    • Document all customer/case details in Support case tracking system
    • Proactively anticipate and prevent potential customer issues
    • You will contribute content to our Knowledge Base and Social media (blogs)

    Qualifications

    • Minimum of 2+ years’ experience in an external Technical Support role
    •  Strong knowledge of Windows operating systems and networking (TCPIP, DNS, LDAP, WMI, ASP, DCOM) preferably from a system administration background
    • Good knowledge of LINUX and virtualisation toolset such as Hyper-V and VMware
    • Experience with Microsoft server applications such as SQL, SharePoint and Exchange.
    •  Ability to diagnose OS, network and disk I/O related issues.
    • Understanding of SAN concepts and the SAN Fabric network – e.g. LUN provisioning, Zoning
    • Knowledge of Enterprise Backup and Recovery software a plus.
    • Excellent analytical and problem solving skills.
    • Excellent oral and written communication skills
    • You must be an independent, self-motivated team player with a people-oriented personality.
    • Ability to work in a fast paced 24 x 7 International environment
    • High energy, demonstrated willingness to learn new technologies.

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