Technical Support Engineer

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 and windows management. Since going public (Nasdaq: QSFT) in 1999, we've increased our revenues from $71M in 1999 to $767M for 2010. For more information on Quest Software please go to www.quest.com

 

We are now seeking a Support Engineer within our Virtualization Performance Monitoring Team to support our vFoglight and vKernel product lines. This position will be based in Cork, Ireland.

 

Objectives / Responsibilities

Engineers will work as part of a Global team to provide a high standard of technical support to customers on the vKernel and vFoglight 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 Virtualisation products including Hyper-V and VMware.

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.

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 vKernel/vFoglight Support Engineer you will gain exposure to some or all of the following technologies:

·         vCenter Server, Capacity management, Hyper-V Server, Web Services technologies

·         Operating Systems: Windows XP, Vista, 7, 2003, 2008

·         Windows, UNIX and Linux

·         Databases: MySQL, Oracle, SQL Server

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 in SupportLink.

·         Participate in Product Community sites.

·         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 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

·         Excellent analytical and troubleshooting skills specific to software related issues

·         Ability to multitask in a fast paced environment and maintain attention to details

·         Experience with Virtualization, Client-Server technologies, modern OS technologies

Preferred Skills

·         Knowledge/experience of vCenter Server, Capacity management, Hyper-V Server, Web Services technologies

·         Knowledge/experience with Windows, UNIX and Linux

·         Knowledge/experience with Memory management, CPU Utilization, Databases, TCP/IP protocol

·         Knowledge/experience developing applications in JavaScript or Java

·         Educated to degree level

·         Ability to work flexible hours

·         Technical writing skills

·         Additional language skills – desirable but not essential