Senior Tech Support Engineer

Overview

Do you want to work in a welcoming and inclusive environment. Do you want continuous personal and professional development opportunities.

Quest Technical Support is currently looking for a Technical Support Engineer. Support Engineers 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. Stellar customer service and handling skills and the ability to interface, collaborate and prioritize customer issues and effectively communicate solutions to customers is crucial to the role.

At Quest we know that companies with a strong positive culture perform so much better. That is whay we strive to create a collaborative and inclusive working environment where our people can feel empowered to succeed.

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. 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

For this role you will:

• Provide Technical Support to Quest customers, focussing on migrations (mail, Teams, Sharepoint) in an enterprise setting
• Troubleshoot customers’ issues by being able to recreate in support lab environments and by diagnosing potentially complex issues, effectively communicating solutions to customers.
• Maintain a personal queue of ongoing customer issues until resolution, and interface with other departments such as R&D, Sales, and Product Management to bring escalated issues to resolution.
• Document all customer case details on our case tracking system.
• Be pro-active in creating & publishing documentation in a customer focused Knowledge Centred Support (KCS) environment.
• Developing and attending training for self-improvement to assist and share knowledge with other engineers.
• Initiate, participate or lead, local and global projects.

Qualifications

• 3-5 years of experience in Tech Support field
• Knowledge of Active Directory Access Control and knowledge of user management
• Experience of migrations including Accounts\Mailbox\SharePoint\Teams\OneDrive
• Cloud infrastructure management or strong knowledge of Office 365 and Microsoft applications
• VMWare / Virtual Server technology experience.
• An in-depth understanding of messaging and collaboration systems, in particular Office 365 and on-premise Exchange servers
• Experience with management of Microsoft SQL server
• Fluency in English (spoken and written)

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