Overview Quest Software offers award-winning products that simplify IT management for more than 100,000 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 Purpose Quest Software solves complex problems with simple solutions. Our Vision To deliver technology that eliminates the need to choose between efficiency and effectiveness. Our Values Built 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 Innovation. Philosophy An unwavering commitment to our customers to: Deliver great products, provide great service, be simple to do business with Communicate 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 Engineer, you will gain exposure to and are expected to have experience in the following technologies: Operating Systems: Windows Server 2008, 2012/R2, 2016, 2019 Exchange: 2007, 2010, 2013, 2016, 2019 Databases: MS-SQL Server 2005, 2008, 2012, 2014, 2016 Directory Services: Active Directory, Group Policy Networking: DNS, TCP/IP, TFTP Web: IIS Scripting: PowerShell (PoSH) SAAS: Cloud, AWS, Azure AD Role Requirements: Essential Support Skills • Experience in a similar customer service work environment • Must be independent, self-motivated, a team player and have a people-oriented personality • Maintain a personal queue of ongoing customer issues until resolution • Interface with R&D resources to bring escalated issues to resolution • Document all customer/case details in a case management system • Create knowledge base articles from resolved issues for future use by customers and internal personnel • Ability to work different shifts on an as needed basis and After hours support as part of a rotation of other engineers • Strong written and oral communication skills • Ability to work in fast paced, dynamic environment • Ability to be professional and have timely management of personal work load covering multiple problems • Keep up to date with emerging technologies and latest Microsoft product versions. • Delivery of excellent customer service. • Awareness of Change Control Process • Strong deep dive troubleshooting techniques Essential Technical Skills • Prior Technical Support experience or proven track record in system administration • Previous 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) • Knowledge of configuring and maintaining Internet Information Server (IIS) • Technical writing skills • 8 + years of relevant experience or equivalent combination of education and work experience • 3+ years of experience in an advanced technical support or systems administration role • Advanced knowledge of managing and troubleshooting Microsoft Active Directory (users / groups, ADSI Edit, Replication, DNS, Permissions, LDAP, Group Policies, etc.) • Advanced knowledge of managing and troubleshooting Microsoft Exchange 2013 – 2016 (Email routing/mail flow, SMTP, storage groups, Free/Busy and Public Folders) • Advanced knowledge of Microsoft Windows Server 2008, 2012, & 2016 • Advanced knowledge of troubleshooting Microsoft Windows operating systems using both native and 3rd party tools Preferences: • Knowledge of Microsoft Azure & Office 365 • Scripting knowledge (vbs, batch, etc) • PowerShell experience is also a plus • VMWare, ESX or other virtual technology experience • Knowledge of Microsoft SQL Server • Knowledge of Active Directory • Exchange 2013/2016 and/or Windows 2008/2012 or equivalent work experience Quest is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Quest is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Quest are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Quest will not tolerate discrimination or harassment based on any of these characteristics.
