
Enterprise Technical Support Engineer
18 hours ago
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.
**Responsibilities**:
- Day to Day Duties:
- Act as a customer advocate - maintains and represents as a cordial Quest Technical Support engineer
- On a daily basis, maintain a personal queue of ongoing customer issues until resolution and interface with other Quest resources to bring escalated issues to resolution
- Be pro-active in creating & publishing kb articles as part of solving issues in a customer focused Knowledge Centered Support (KCS) environment
- Contribute new ideas and theories to assist colleagues in brainstorming sessions for support issues, even developing and attending training for self-improvement to assist and share knowledge with team
- Troubleshoot customers’ issues by being able to recreate in support lab environments and by diagnosing potentially complex issues, effectively communicate solutions to customers
- Remains knowledgeable of Quest product and current industry products and technologies
- Have the capability of providing after-hours support and weekend support, if required.
Essential Support Skills:
- Work experience in a similar service environment
- Must be independent, self-motivated, a team player and have a people-oriented personality
- Effective and efficient problem-solving skills
- Strong written and oral communication skills
- Ability to work in fast paced, dynamic environment
- Ability to be professional and have timely management of personal workload covering multiple problems
- Keep abreast of emerging technologies and latest Microsoft product versions to enhance effectiveness in
handling technical queries
- Delivery of excellent customer service
- Awareness of Change Control Process
- Strong deep dive troubleshooting techniques
Qualifications:
- Essential Technical Skills:
- Bachelor's degree in Computer Science/Information Sciences/Electronic & Communications Engineering
- 2-4 years of experience in an advanced technical support/systems administration role/vendor environment
- 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)
- Strong knowledge of Windows operating systems and networking (TCPIP, DNS, LDAP, WMI, ASP, DCOM)
- Microsoft core technologies including but not limited to:
- Microsoft Windows server and desktop operating systems
- Microsoft Active Directory & LDAP directories and schemas
- Microsoft 365 & Office 365 platform (SaaS) administration
- Microsoft Azure cloud administration
- Microsoft PowerShell and other related scripting languages
- Experience with Active Directory Management (Users/Groups, Schema Knowledge, LDAP, Group Policies, ADSIEdit)
- Experience in installing and administering Exchange 2010/2013/2016 and Office 365, including logging
- Understanding of MAPI, EWS, IIS and IIS logging
- Basic knowledge in Microsoft SharePoint is a plus
- Microsoft certifications are a plus
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