Enterprise Technical Support Advisor

Overview

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.

Responsibilities

We have an exciting opportunity available in the Quest UEM Technical Support team.

As a Enterprise Technical Support you will be responsible for providing technical support across the Quest Unified Endpoint Management suite of products via phone, chat, web & email.

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.  

• Takes the lead in working with team members and also assists engineers on resolving customer issues
• Ability to take on more challenging technical issues
• Resolves customer enquiries and issues on time, professionally, and with a positive attitude to achieve customer satisfaction
• Ensure support case information is updated, organized, accurate, and easy to follow
• Competently review and publish KB content
• Mentoring newer support engineers on product knowledge, systems, and procedures
• Manage complex issues for Premier customers
• Technical Support roles will include the occasional weekend or public holiday support as part of the job responsibilities
  
  

Qualifications

• Experience in the following KACE products is nice to have.
  
  

KACE SMA

KACE SDA

KACE Cloud MDM

• Capability to analyse complex cases and be able to provide root cause analysis on a specific case 
• Overall 4+ years of work experience is required.
• 3+ years of support background or relevant work experience in the technologies listed below is highly preferred
• Experience Windows server and Domain knowledge and Linux operating systems, and TCP/IP networking
• Experience in Virtualization (VMWare Workstation and vSphere (common), or HyperV or Oracle VirtualBox)
• Effective and efficient problem-solving skills
• Ability to work in a fast-paced, dynamic environment
• Ability to be professional and have timely management of personal workload covering multiple problems
• Keep up to date with emerging technologies and the latest Microsoft product versions
• Delivery of excellent customer service, Awareness of Change Control Process
• Strong deep dive troubleshooting techniques
  
  

Company Description

At Quest, we create and manage the software that makes the benefits of new technology real. Companies turn to us to manage, modernize and secure their business, from on-prem to in-cloud, from the heart of the network to the vulnerable endpoints. From complex challenges like Active Directory management and Office 365 migration, to database and systems management, to redefining security, and hundreds of needs in between, we help you conquer your next challenge now. We’re not the company that makes big promises. We’re the company that fulfils them.

We’re Quest: Where Next Meets Now.

Why work with us!

• Life at Quest means collaborating with dedicated professionals with a passion for
• When we see something that could be improved, we get to work inventing the solution.
• Our people demonstrate our winning culture through positive and meaningful relationship.
• We invest in our people and offer a series of programs that enables them to pursue a career that fulfils their potential.
• Our team members’ health and wellness is our priority as well as rewarding them for their hard work.
  
  

Quest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, colour, 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