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Enterprise tech supp advisor (etp700)

Quest Software
Will advisor
Posted: 18 October
Offer description

Overview
Quest Software builds the foundation for enterprise AI with solutions in
data governance, cybersecurity, and platform modernization
.
More than 45,000 companies — including 90% of the Fortune 500 — trust Quest to solve their most critical IT challenges.
From securing identities and modernizing platforms to preparing data for AI, we help enterprises unlock their full potential.
Support Engineers will 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, specializing in Acti ve Directory management software .
Stellar customer service and call- handling skills, and the ability to interface, collaborate, and prioritize customer issues with D evelopment and effectively communicate solutions to customers are crucial to the role.
Responsibilities
Maintain a personal queue of ongoing customer tickets until resolution .
Interface with the R&D, Sales, Product Management, and Professional Services teams to bring escalated issues to closure .
Document all customer case details on our support portal (case tracking system).
Be proactive in creating & publishing documentation in a customer-focused Knowledge Centered Support (KCS) environment.
Developing and attending training for self-improvement to assist and share knowledge with other engineers.
Troubleshoot customers' issues by being able to recreate in support lab environments and by diagnosing potentially complex issues and effectively communicating solutions to customers.
Initiate, participate, or lead local and global projects.
Working with the following technologies.
Operating Systems: Windows
Messaging: Microsoft Exchange On-Prem and Office 365'
Directory Services: Active Directory
Networking: DNS, TCP/IP
Databases: SQL
Escalate customer issues to Technical Support management and Account Management as necessary.
Acting as a liaison between the Development team and the Quest end customer .
After 6 months, have the capability of providing after-hours support and weekend support, if required .
Qualifications
A detailed knowledge of Quest Active Directory products – Change Auditor, Recovery Manager for Active Directory, InTrust, GPOAdmin, Security Guardian
An in-depth understanding of different messaging and collaboration systems, in particular Office 365 and Exchange experience
Messaging Fundamentals, including mail routing, connectors, interoperability with foreign systems
Strong knowledge of Windows operating systems and networking (TCPIP, DNS, LDAP, WMI, ASP, DCOM), preferably from a system administration background
Active Directory Management and Migration experience
Knowledge of AD Access Control Lists and Active Control Entries, and trusts between AD Forests
Understanding of MAPI and EWS
Knowledge of Internet Information Server (IIS)
Experience with SQL Server
Other Requirements
Prior Technical Support experience or proven track record in system administration.
Azure, Hyper-V, VMWare / Virtual Server technology experience.
Technical writing skills.
Familiarity with debugging tools/techniques ( e.g. WebEx ).
Fluency in English.
Another European language, especially French or German, is an advantage.
Company Overview
Quest Software builds the foundation for enterprise AI with solutions in
data governance, cybersecurity, and platform modernization
.
More than 45,000 companies — including 90% of the Fortune 500 — trust Quest to solve their most critical IT challenges.
From securing identities and modernizing platforms to preparing data for AI, we help enterprises unlock their full potential.
Why Quest
At Quest, Your Work Makes An Impact.
You'll Help Organizations Get AI-ready While Building Your Career With a Global Team Of Innovators.
We Offer
Competitive pay, annual bonuses, and top-performer recognition.
Comprehensive health, family, and retirement benefits.
Flexible work options, generous PTO, and wellness programs.
Professional growth through learning platforms, mentorship, and leadership programs.
Inclusive teams that reflect the world we serve, supported by Employee Resource Groups and our Equality & Inclusion Council.

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