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 Slovakia.
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.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
As a Technical Support Engineer, you will be responsible for providing technical support across Quest Platform Management poducts via phone, web & emails in a fast paced environment. Stellar customer service and handling skills and the ability to nterface, 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 al team members.
-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)
-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
An ability to work across regional boundaries with Customers as well as other engineers, Development, and Product Managers to ensureproduct quality and stability and a determination to professionally manage and resolve a number of potentially complex Exchange and Database issues.
-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
-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
-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
Previous experience managing or supporting Sharepoint
VMWare / Virtual Server technology experience.
Familiarity with debugging tools/techniques (eg. Fiddler)
Quest Software enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure in order to help fuel innovation and drive their businesses forward. With over 5,000 team members around the globe, we intend to continue to grow revenues and add value to customers.
When you join our team, you will have the opportunity to build and develop products at a scale few others can provide. Our product portfolio serves a large base of customers and we are addressing the strategic imperatives for enterprise businesses. Working with some of the most talented employees the industry has to offer, we provide enhanced career opportunities for team members to learn and grow in a rapidly changing environment.
Why work with us?
- Life at Quest means collaborating with dedicated professionals with a passion for technology.
- When we see something that could be improved, we get to work inventing the solution.
- Our people demonstrate our winning culture through positive and meaningful relationships.
- We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
- Our team members’ health and wellness is our priority as well as rewarding them for their hard work.
Quest is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Quest is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Quest are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Quest will not tolerate discrimination or harassment based on any of these characteristics. Quest encourages applicants of all ages