Support Engineer Job in SL6 3QQ, Home Counties UK
Job Title: Support Engineer
Department: Technical Support
Supervisor’s Title: Technical Support Manager
Quest Software, founded in 1987 currently has over 3,000 employees worldwide and is a global leader in providing solutions for database management, application management, virtualization management and windows management. Since going public (Nasdaq: QSFT) in 1999, we've increased our revenues from $71M in 1999 to $857M for 2011. For more information on Quest Software please go to www.quest.com
We are now seeking a Technical Support Engineer within our Quest Windows Management Team to support our Migration product line.
Objectives / Responsibilities
Engineers will work as part of a Global Virtual team to provide a high standard of technical support to customers on the Windows Management Suite of products. Stellar customer service and handling skills and the ability to interface, collaborate and prioritise customer issues with development and effectively communicate solutions to customers is crucial to the role. An ability to work across regional boundaries with 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 a variety of Windows, Novell and IBM platforms is required.
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. 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, Exchange, Novell NDS and IBM Domino deployments so a good background in Messaging, Networking and SQL is desired. Customer service and teamwork are our core principles and having fun in the process is expected.
For the right individuals with a passion to deliver top quality customer service there are excellent opportunities to progress within the Technical Support Organisation.
As a Windows Management Support Engineer you will gain exposure to some or all of the following technologies:
· Operating Systems: Windows 2000, 2003, 2008
· Messaging: Microsoft Exchange 2000, 2003, 2007, 2010, Novell GroupWise, Lotus Domino
· Directory Services: Active Directory, Novell NDS
· Networking: DNS, TCP/IP
· Databases: MS-SQL Server
· Web: IIS, Apache
Day to Day Duties
· Within 1 month be familiar with all internal systems and Support tools.
· Within 2 months, participate in product training enabling product support of customers using latest Support tools.
· Within 2 months field incoming technical issues from customers.
· On a daily basis, maintain a personal queue of ongoing customer issues until resolution and customer interface with RD and other Quest resources to bring escalated issues to resolution.
· Document all customer case details on our support portal (case tracking system)
· Be pro-active in creating publishing documentation in a customer focussed Knowledge Centred Support (KCS) environment
· Developing and attending training for self-improvement to assist and share knowledge with other engineers.
· Initiate, participate or lead, local and global projects.
· After 6 months, have the capability of providing after-hours support and weekend support, if required.
· Troubleshoot customers’ issues by being able to recreate in support lab environments and by diagnosing potentially complex issues, effectively communicate solutions to customers.
· Contribute with new ideas and theories to assist colleagues in brainstorming sessions for support cases.
· Act as a customer advocate.
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
· Effective and efficient problem solving skills
· Strong written and oral communication skills
· Ability to work in fast paced, dynamic environment
· Able 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.
Essential Technical Skills
· An in-depth understanding of different messaging and collaboration systems, in particular Lotus Notes, Groupwise and Exchange.
· 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
· Novell NDS Management and Migration experience
· Knowledge of Internet Information Server (IIS)
· Experience with SQL Server 2000 and SQL Server 2005/2008
Preferred 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)
· Familiarity with debugging tools/techniques (eg. WebEx)
· VMWare / Virtual Server technology experience
· Educated to degree level
· Ability to work flexible hours
· Technical writing skills
· Additional language skills – desirable but not essential
Quest Migration Products
As a Support Engineer, you will be supporting European/Global customers for some of these products:
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