We are seeking an experienced and skilled Enterprise Technical Support Advisor to join our team. In this role, you will be responsible for providing high-standard technical support to customers on our platform management suite of products.
Job Requirements
* A thorough knowledge of Quest Active Directory products: Change Auditor, Recovery Manager for Active Directory, InTrust, GPOAdmin, Security Guardian is required.
* Familiarity with different messaging and collaboration systems, in particular Office 365 and Exchange experience is highly valued.
* The ideal candidate should have a strong understanding of Windows operating systems and networking (TCP/IP, DNS, LDAP, WMI, ASP, DCOM) preferably from a system administration background.
* Experience with AD Access Control Lists and Active Control Entries, trusts between AD Forests, MAPI, EWS, and SQL Server would be a significant asset.
Key Responsibilities
1. Maintain a personal queue of ongoing customer tickets until resolution.
2. Interface with various teams to bring escalated issues to closure.
3. Document all customer case details on our support portal.
4. Be proactive in creating & publishing documentation in a customer-focused Knowledge Centred Support environment.
5. Troubleshoot customer issues by recreating them in support lab environments and effectively communicate solutions to customers.
What We Offer
This role offers a unique opportunity to work with cutting-edge technology and make a real impact on our customers' experiences. If you're passionate about delivering exceptional technical support and working in a dynamic environment, we encourage you to apply.