Enterprise Technical Support Advisor

Quest Software; Cyberjaya; On-site; MYR 40,000 - 80,000; Full time

Job summary

An established industry player is seeking an Enterprise Technical Support specialist to join their dynamic team. In this role, you will provide exceptional technical support across a suite of innovative products, ensuring customer satisfaction and effective issue resolution. Collaborate with passionate professionals while mentoring newer engineers, and engage in complex problem-solving within a supportive and innovative environment. This position offers a unique opportunity to grow your career while contributing to meaningful solutions that empower businesses to thrive in a technology-driven world.

Benefits

Career Development Programs

Health and Wellness Initiatives

Collaborative Work Environment

Innovative Culture

Rewarding Hard Work

Qualifications

• 4+ years of experience in technical support or relevant technologies.
• Strong knowledge of Windows and Linux operating systems.
• Ability to analyze complex technical issues.

Responsibilities

• Provide technical support for Quest Unified Endpoint Management products.
• Resolve customer inquiries and maintain case information.
• Mentor newer support engineers on product knowledge.

Skills

Customer Service

Problem-Solving

Technical Support

Root Cause Analysis

TCP/IP Networking

Windows Operating System

Linux Operating System

Deep Dive Troubleshooting

Education

Bachelor's Degree in IT or related field

Tools

KACE SMA

KACE SDA

KACE Cloud MDM

vSphere

HyperV

Nutanix

Job description

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, enabling them to focus more on business innovation. With over 100,000 customers in 100 countries, we emphasize innovation, strong community relations 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 specialist, you will be responsible for providing technical support across the Quest Unified Endpoint Management suite of products via phone, chat, web, and email.

Excellent customer service, strong handling skills, and the ability to interface, collaborate, and prioritize customer issues with development teams, while effectively communicating solutions to customers, are crucial to this role.

1. Lead collaboration with team members and assist engineers in resolving customer issues.
2. Handle more challenging technical issues as they arise.
3. Resolve customer inquiries and issues professionally and promptly to ensure customer satisfaction.
4. Maintain accurate, organized, and accessible support case information.
5. Review and publish knowledge base content competently.
6. Mentor newer support engineers on product knowledge, systems, and procedures.
7. Manage complex issues for Premier customers.

Qualifications

• Experience with KACE products such as KACE SMA, KACE SDA, and KACE Cloud MDM is preferred.
• Ability to analyze complex cases and perform root cause analysis.
• Overall 4+ years of work experience, with 3+ years in support or relevant technologies.
• Knowledge of Windows & Linux operating systems and TCP/IP networking.
• Exposure to virtualization technologies like vSphere, HyperV, Nutanix.
• Strong problem-solving skills and ability to work in a fast-paced environment.
• Professionalism and effective workload management.
• Up-to-date knowledge of emerging technologies and Microsoft product versions.
• Excellent customer service skills and awareness of Change Control processes.
• Deep dive troubleshooting techniques.

Company Description

At Quest, we create and manage software that makes the benefits of new technology tangible. We help companies manage, modernize, and secure their business, from on-premise to cloud solutions, addressing challenges like Active Directory management, Office 365 migration, database, and systems management, and security.

We’re committed to fulfilling our promises and fostering a collaborative, innovative, and supportive culture. Our programs support career growth, health, and wellness, rewarding dedication and excellence.

Why work with us?

• Collaborate with passionate professionals.
• Innovate continuously to improve our solutions.
• Demonstrate a positive and meaningful culture.
• Invest in our people’s career development.
• Prioritize health and wellness while rewarding hard work.

Quest is an equal opportunity employer. All qualified applicants will receive consideration regardless of age, ancestry, gender, race, religion, or other protected characteristics.

Join us! For more information, visit our careers page.