Enterprise Technical Support Advisor

Support Engineer

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.

Support Engineers will work as part of a Global Virtual team to provide a high standard of technical support to customers on our Platform Management suite of products specialising in Active Directory management software. Stellar customer service and call-handling skills and the ability to interface, collaborate and prioritise customer issues with Development and effectively communicate solutions to customers is crucial to the role.

Responsibilities

• Maintain a personal queue of ongoing customer tickets until resolution.
• Interface with the R&D, Sales, Product Management and Professional Services teams to bring escalated issues to closure.
• Document all customer case details on our support portal (case tracking system).
• Be pro-active in creating & publishing documentation in a customer focussed Knowledge Centred Support (KCS) environment.
• Developing and attending training for self-improvement to assist and share knowledge with other engineers.
• Troubleshoot customer's 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.
• Working with the following technologies.
• Operating Systems: Windows 2008, 2012, 2016
• Messaging: Microsoft Exchange 2007, 2010, 2013, 2016 and Office 365
• Directory Services: Active Directory
• Networking: DNS, TCP/IP
• Databases: MS-SQL Server
• SharePoint Server: 2010, 2013, 2016
• Escalate customer issues to Technical Support management and Account Management as necessary.
• Acting as a liaison between the Development team and the Quest end customer.
• After 6 months, have the capability of providing after-hours support and weekend support, if required.

Qualifications

• A detailed knowledge of Quest Active Directory products – Change Auditor, Recovery Manager for Active Directory, InTrust, GPOAdmin
• An in-depth understanding of different messaging and collaboration systems, in particular Office 365 and Exchange 2010/2013/2016
• Messaging Fundamentals including mail routing, connectors, interoperability with foreign systems
• Strong knowledge of Windows operating systems and networking (TCPIP, DNS, LDAP, WMI, ASP, DCOM) preferably from a system administration background
• Active Directory Management and Migration experience
• Knowledge of AD Access Control Lists and Active Control Entries, and trusts between AD Forests
• Understanding of MAPI and EWS
• Knowledge of Internet Information Server (IIS)
• Experience with SQL Server 2000 and SQL Server 2012/2014/2016

Other Requirements

• Prior Technical Support experience or proven track record in system administration.
• VMWare / Virtual Server technology experience.
• Technical writing skills.
• Familiarity with debugging tools/techniques (e.g. WebEx).
• Fluency in English.
• Another European language, especially French or German, is an advantage