Enterprise Technical Support Advisor

Quest Software Canada Inc; Malaysia; Remote; MYR 100,000 - 150,000; Full time

Job summary

Join a forward-thinking company as an Enterprise Technical Support professional, where your expertise in IT management will shine. You'll be at the forefront of providing exceptional technical support for a leading suite of products, ensuring customer satisfaction through effective problem-solving and communication. Collaborate with a passionate team dedicated to innovation and excellence, while managing complex technical issues and mentoring newer engineers. This is an exciting opportunity to grow your career in a dynamic environment that values your contributions and invests in your development.

Benefits

Health and wellness programs

Career development opportunities

Collaborative work environment

Employee recognition programs

Qualifications

• Must have 4+ years of work experience and 3+ years in technical support.
• Strong troubleshooting techniques and knowledge of Windows/Linux OS.

Responsibilities

• Provide technical support for the Quest Unified Endpoint Management suite.
• Resolve customer inquiries professionally and ensure satisfaction.

Skills

Problem-solving skills

Technical support experience

Customer service skills

Knowledge of Windows operating system

Knowledge of Linux operating system

TCP/IP networking

Virtualization technologies

Education

4+ years of work experience

3+ years of support background

Tools

KACE SMA

KACE SDA

KACE Cloud MDM

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

1. Takes the lead in working with team members and assists engineers on resolving customer issues.
2. Ability to take on more challenging technical issues.
3. Resolves customer inquiries and issues on time, professionally, and with a positive attitude to achieve customer satisfaction.
4. Ensure support case information is updated, organized, accurate, and easy to follow.
5. Competently review and publish KB content.
6. Mentor newer support engineers on product knowledge, systems, and procedures.
7. Manage complex issues for Premier customers.

Qualifications

1. Experience in the following KACE products is nice to have:

• KACE SMA
• KACE SDA
• KACE Cloud MDM

Capability to analyze complex cases and provide root cause analysis on specific cases.

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.

Knowledge of Windows and Linux operating systems, and TCP/IP networking.

Exposure to virtualization technologies (vSphere, Hyper-V, Nutanix).

Effective and efficient problem-solving skills.

Ability to work in a fast-paced, dynamic environment.

Ability to be professional and manage personal workload covering multiple problems in a timely manner.

Keep up to date with emerging technologies and the latest Microsoft product versions.

Delivery of excellent customer service and awareness of the 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 fulfills them. We’re Quest: Where Next Meets Now.

Why Work With Us!

• Life at Quest means collaborating with dedicated professionals with a passion for innovation.
• 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 enable 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.

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