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Enterprise Technical Support Advisor Location PA-Panama City Job ID 2- Category Support Position Type Regular Full-Time Overview Quest Software offers award-winning products that simplify IT management for more than, customers worldwide. Quest Software provides critical components to expand, enhance and simplify IT operations through enterprise solutions. These industry leading solutions enable IT organizations to simplify operations, maximize workforce productivity and deliver faster results.Our Quest Platform Management solutions allow customers to audit, ensure compliance and protect data while providing leading edge simplicity in a modular and integrated approach. This is one of the fastest growing and exciting business areas within Quest covering a range of industry leading solutions in the increasingly important business area of Windows Platform Management.Our PurposeQuest Software solves complex problems with simple solutions.Our VisionTo deliver technology that eliminates the need to choose between efficiency and effectiveness.Our ValuesBuilt on a foundation of ethics, integrity and respect, we strive to: Take Ownership, Embrace Change, Commit to Team Success, Be Solution and Action Oriented, Drive InnovationPhilosophyAn unwavering commitment to our customers to: Deliver great products, Provide great service, Be simple to do business withCommunicate Openly, Honestly and Constructively Responsibilities As a successful Support Engineer, you will be able to work independently to test and debug customer issues in lab environments and operate as a key member of a virtual product team spanning 3 continents and time zones.
Stellar customer service and handling skills and the ability to interface, collaborate and prioritize customer issues with development and effectively communicate solutions to customers is crucial to the role.Working as part of a Global team to provide a high standard of technical support to customers on the Windows Platform Management suite of products, superb time management skills are vital. An ability to work across regional boundaries with Customers, Country and Product Managers to ensure product quality and stability and a determination to professionally manage and resolve a number of potentially complex issues on the Windows / Active Directory / Exchange platforms.A flexible attitude and capacity for absorbing information and keeping up to date with Technology is essential. You will gain exposure to enterprise environments incorporating Active Directory and other technologies.A strong background in Windows Operating Systems, Networking and IIS is desired. Customer service and teamwork are our core principles and having fun in the process is expected.
Qualifications For the right individuals with a passion to deliver top quality customer service there are excellent opportunities to progress within Quest Software Support and the broader Quest organization.As a Quest Platform Management Support Senior Engineer, you will gain exposure to and are expected to have experience in the following technologies: Operating Systems: Windows Server 8, 2/R2, 6, 9, 2Exchange: 7, 0, 3, 6, 9, Office Databases: MS-SQL Server 8, 2, 4, 6, 9Directory Services: Active Directory, Group PolicyNetworking: DNS, TCP/IP, TFTPStorage: SAN/DASWeb: IISScripting: PowerShell (PoSH)SAAS: Cloud, AWS, Azure ADRole Requirements: Essential Support SkillsExperience in a similar customer service work environmentMust be independent, self-motivated, a team player and have a people-oriented personalityEffective and efficient problem-solving skillsStrong written and oral communication skillsAbility to work in fast paced, dynamic environmentAbility to be professional and have timely management of personal workload covering multiple problemsKeep up to date with emerging technologies and latest Microsoft product versions.Delivery of excellent customer service.Awareness of Change Control ProcessStrong deep dive troubleshooting techniquesEssential Technical SkillsPrior Technical Support experience or proven track record in system administrationPrevious customer support experience, or previous customer facing role with good interpersonal skills (written and spoken)Strong knowledge of Windows operating systems and networking (TCPIP, SCOM, DNS, LDAP, WMI, ASP, DCOM)Experience with Active Directory Management (users / groups, schema knowledge, LDAP, Group Policies)Knowledge of configuring and maintaining Internet Information Server (IIS)Technical writing skillsPreferences: Prior technical support experience or system administrationMCSE / MCSA / MCTS / MCTIP Exchange 7/0 (or equivalent work experience)Company DescriptionQuest Software enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure in order to help fuel innovation and drive their businesses forward. With over 2, team members around the globe, we intend to continue to grow revenues and add value to customers. Whe
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