Enterprise Technical Support Advisor

Quest Software Canada Inc; Canada; On-site; CAD 75,000 - 95,000; Full time

Job summary

Join a leading IT management software provider as a Senior Support Engineer, fully remote in Canada. In this role, you'll be a critical part of a global team, gaining exposure to advanced enterprise environments while directly assisting some of the world's largest organizations. The company values collaboration and personal growth while ensuring customer satisfaction through exemplary service.

Qualifications

• 2+ years experience managing and troubleshooting Active Directory.
• 2+ years experience with enterprise network configuration and DNS.
• Prior experience with Microsoft SQL Server.

Responsibilities

• Provide world-class customer support utilizing email, phone, and web conferencing.
• Document solutions for the Knowledgebase to help customers resolve issues independently.
• Collaborate with cross-functional teams to resolve customer issues.

Skills

Problem Solving

Technical Writing

Interpersonal Skills

Verbal Communication

Written Communication

Education

Technical Support Experience at Enterprise Level

Tools

Active Directory

Microsoft SQL Server

PowerShell

DNS

Kubernetes

Job description

Overview

Doyouwantto work in a fun and supportive environment? Do you want to join a world-class company where you can transform your career?

At One Identity we know that companies with a strong positive culture perform so much better. That is why every day we strive to create a collaborative and inclusive working environment where our people can feel empowered to succeed. At One Identity you may work from home, but you will never feel remote.

One Identity 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. We are very customer focused and are proud to support the most complex customers with the highest IT demands in the world. It’s exciting, it’s challenging and it’s rewarding while offering career and personal growth. We are currently looking for a Senior Support Engineer, to join the One Identity Manager Team.

100% Remote - Candidate must reside in Canada

Must be able to work

• Atlantic Timezone day shift (9am to 6pm)

Responsibilities

As a Support Engineer, you will be a key member of a virtual product team spanning global regions and time zones. You will work directly with our customers as well as independently to test and debug customer issues in lab environments. You will gain exposure to on-premises, cloud-based, and software-as-a-service enterprise environments, incorporating a broad range of operating systems, protocols, and architectures. Customer service and teamwork are our core principles, and having fun in the process is expected.

You will be involved in the following activities, but not limited to:

-As a professional problem solver, you will take on new issues with enthusiasm and find timely solutions through applied knowledge, research, lab testing, and collaboration.

-You will be supported with training and tools to successfully resolve customer issues while working closely with other cross-functional teams, including the global Support team, Product Development, Cloud Operations, Professional Services, Sales, and Pre-Sales.

-Using email, phone, and web conferencing, you will provide world-class support to some of the world’s largest companies and organizations.

-By documenting your solutions, you will help our customers and your colleagues solve issues independently through our Knowledgebase.

-By sharing your knowledge, observations, and findings, you will help our engineering teams improve overall product quality, functionality, and reliability.

Qualifications

The successful candidate will bring to the role prior technical support experience at an enterprise level including development or system administration and technical writing skills. Your interpersonal skills and verbal and written communication skills are excellent. Your experience gives you the ability to define problems, collect data, establish facts, draw valid conclusions, and provide resolutions in order to achieve customer satisfaction. You have a strong desire to learn.

Required technologies:

-You should have 2+ years’ experience managing and troubleshooting Active Directory (User/Group Administration, ADSI Edit, Replication, Permissions, Group Policies, LDAP)

-You should have 2+ years’ experience with enterprise network configuration, DNS, and troubleshooting methods.

-You should have prior experience with Microsoft SQL Server

-Knowledge of PowerShell is an asset

-You should be aware of Change Control Process

Desirable technologies:

-Experience with VB .NET or experience in another object-oriented and event-driven programming language, and the willingness to learn VB .NET

-Familiarity with debugging tools/techniques (e.g. WebEx/GoToMeeting)

Knowledge of Transact SQL (T-SQL) or PL/SQL scripting

-Knowledge of database design (entity-relationship model, normalization)

-Working knowledge of LDAP, Understanding of Schema, and Kerberos

-Experience with Internet Information Services for Windows

-Prior exposure to Kubernetes

In addition, you will gain exposure to some or all of the following technologies:

-Operating Systems: Windows Server

-Databases: Microsoft SQL Server

-Target Systems: Active Directory, Exchange, LDAP, SAP, SharePoint

-Networking: DNS, HTTP, SMTP

-Web: IIS, ASP.NET, Angular

-Virtualization: Azure, Docker,

-Languages: C# .NET , Powershell, VB .NET

-Cloud: Cloud access provisioning, Identity federation, Security Assertion Markup Language (SAML)

Company Description

One Identity enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure to help fuel innovation and drive their businesses forward. With team members around the globe, we intend to continue to grow revenues and add value to customers.

When you join our team, you will have the opportunity to build and develop products at a scale few others can provide. Our product portfolio serves a large base of customers and we are addressing the strategic imperatives for enterprise businesses. Working with some of the most talented employees the industry has to offer, we provide enhanced career opportunities for team members to learn and grow in a rapidly changing environment.

Why work with us?

-Life at One Identity means collaborating with dedicated professionals with a passion for technology.

-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 relationships.

-We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.

-Our team members’ health and wellness is our priority as well as rewarding them for their hard work.

One Identity is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: One Identity is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at One Identity are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. One Identity will not tolerate discrimination or harassment based on any of these characteristics. One Identity encourages applicants of all ages.

Come join us. For more information, visit us on the web atOne Identity Careers | Explore Opportunities with the OI Team

Job seekers should be aware of fraudulent job offers from online scammers and only apply to roles listed on quest.com/careers using our applicant system. Note: We do not use text messaging or third-party messaging apps like Telegram to communicate with applicants, so please exercise caution if you are approached in this way and only interact with people claiming to be Quest employees if they have an email address ending in @quest.com or @oneidentity.com