Overview
Quest Technical Support is currently looking for an Enterprise Technical Support Engineer based the Cork Office with the opportunity for hybrid working, within our Microsoft Platform Management Team.
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.
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.
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.
Responsibilities
- Provide Technical Support to Quest customers, focussing on migrations (eg. mail, Teams, Sharepoint, OneDrive) ) in an enterprise setting
- Troubleshoot customers’ issues by being able to reproduce 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
- Prior Technical Support experience dealing with enterprise customers
- Experience of migrations including Accounts\Mailbox\SharePoint\Teams\OneDrive\Power BI
- Cloud infrastructure management or strong knowledge of Office 365 and Microsoft applications
- Familiarity with debugging tools/techniques (EWSEditor, SP Browser, MFCMAPI)
- An in-depth understanding of messaging and collaboration systems, in particular Office 365 and on-premise Exchange servers
- Messaging Fundamentals including mail routing, connectors, interoperability with foreign systems
- Strong knowledge of Windows operating systems and networking (TCPIP, DNS, LDAP) preferably from a system administration background
- Understanding of MAPI and EWS
- Experience with management of Microsoft SQL server
Additional Preferred Competencies
Knowledge of Active Directory Access Control and knowledge of user management- VMWare / Virtual Server technology experience.
- Powershell scripting
- Knowledge of Zimbra, G-suite, and IBM/HCL Domino
- Active Directory Management
- Fluency in other European languages is an advantage.
Company Description
Why work with us!
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.