Quest

Enterprise Tech Supp Advisor (ETP700)

Location PA-Panama City
Job ID
2022-10704
Category
Support
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.

 

We are currently looking for an Enterprise Technical Support Engineer to join our LACA Platform Management Support team located in Panama.


As a Technical Support Engineer, you will be responsible for providing technical support across Quest Platform Management products via phone, web & emails in a fast paced environment. Stellar customer service and handling skills and the ability to interface, 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 all team members.


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.


An ability to work across regional boundaries with Customers as well as other engineers, Development, and Product Managers to ensure
product quality and stability and a determination to professionally manage and resolve a number of potentially complex Exchange and Database issues.

Responsibilities

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

 

Day to Day Duties

-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) environment
-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

Qualifications

 

 

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

 

Essential Technical Skills 

-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 Policies, ADSIEdit)

-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

 

Preferences

-Previous experience managing or supporting SharePoint

-VMWare / Virtual Server technology experience

-Familiarity with debugging tools/techniques (e.g. Fiddler)

 

Company Description

At Quest, we create and manage the software that makes the benefits of new technology real. Companies turn to us to manage, modernize and secure their business, from on-prem to in-cloud, from the heart of the network to the vulnerable endpoints. From complex challenges like Active Directory management and Office 365 migration, to database and systems management, to redefining security, and hundreds of needs in between, we help you conquer your next challenge now.

We’re not the company that makes big promises. We’re the company that fulfills them.

We’re Quest: Where Next Meets Now.

 

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 relationship.

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. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

 

Come join us. For more information, visit us on the web at http://www.quest.com/careers.

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