Act as a customer advocate - maintains and represents as a cordial Quest Support technician.
Owns incoming technical issues from customers, assists by diagnosing the problems and providing resolutions for technical and service issues via email, chat or phone.
Recreates, identifies and provides input on unique or recurring customer problems. Uses troubleshooting techniques/tools to identify product defects or enhancements, and follows the guidelines.
Good case management skills, including timely, professional, and courteous communication with excellent literacy. Interfaces with R&D teams to bring escalated issues to resolution.
Create and modify quality knowledgebase articles from resolved issues for future use by customers and internal team members.
Continuous self-learning of Products and Industry technologies.
Participate in afterhours/on-call shifts.
Focus on the Goals of Quest Support.
Must be an independent, self-motivated, team player with:
Strong knowledge of Windows operating systems and networking (TCPIP, DNS, LDAP, WMI, ASP, DCOM)
Exposure to ESX, Hyper-V, Terminal Services or System Center Virtual Machine Manager and virtual environments
Prior experience with SQL, Scripting, Internet Information Server (IIS), Windows, Exchange, Active Directory Architecture
Prior Customer Support or System Administrator experience
Computer Science Graduate degree or Graduate Degree with IT Software Proficiency with 2 years of relevant experience working in a technical support department for a medium to large software company
Support Professional - MSFT MCP, VMWARE VCP, CCNA