Technical Support Advisor

Quest Software; Cyberjaya; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A leading IT management software provider is seeking an Enterprise Technical Support Engineer to join their Microsoft Platform Management Team. This role involves providing exemplary technical support to enterprise customers, troubleshooting issues, and maintaining documentation in a collaborative environment. Candidates should have experience with Microsoft systems, cloud infrastructure, and strong problem-solving skills.

Qualifications

• Prior Technical Support experience dealing with enterprise customers.
• Experience of Active Directory Access Control and knowledge of user management.
• In-depth experience with Microsoft Servers.

Responsibilities

• Provide Technical Support focusing on migrations in an enterprise setting.
• Troubleshoot complex customer issues effectively.
• Document all customer case details on the case tracking system.

Skills

Technical Support

Troubleshooting

Customer Service

Cloud Infrastructure Management

Networking

Microsoft Servers

Active Directory Access Control

Messaging Systems

Office 365

SQL Server Management

Tools

EWSEditor

SP Browser

MFCMAPI

Job description

Quest Technical Support is currently looking for an Enterprise Technical Support Engineer based in Malaysia with the opportunity for remote working, within our Microsoft Platform Management Team.

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.

Our people are the most critical component of our long-term success which is why we’ve created an extensive benefits package for all team members.

Support Engineers work as part of a global virtual team to provide a high standard of technical support to customers on our Platform Management suite of products. Stellar customer service and handling skills and the ability to interface, collaborate and prioritize customer issues and effectively communicate solutions to customers is crucial to the role.

Responsibilities:

• Provide Technical Support to Quest customers, focusing on migrations (mail, Teams, SharePoint) in an enterprise setting
• Troubleshoot customers’ issues by being able to recreate in support lab environments and by diagnosing potentially complex issues, effectively communicating solutions to customers.
• Maintain a personal queue of ongoing customer issues until resolution, and interface with other departments such as R&D, Sales, and Product Management to bring escalated issues to resolution.
• Document all customer case details on our case tracking system.
• Be proactive in creating & publishing documentation in a customer-focused Knowledge Centered 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.
• Technical Support roles will include the occasional weekend or public holiday support as part of the job responsibilities

Qualifications:

• Prior Technical Support experience dealing with enterprise customers
• Experience of Active Directory Access Control and knowledge of user management
• In-depth experience with Microsoft Servers, management, configuration, and maintenance
• Experience of migrations including Accounts\Mailbox\SharePoint\Teams\OneDrive
• Cloud infrastructure management or strong knowledge of Office 365 and Microsoft applications
• Familiarity with debugging tools/techniques (EWSEditor, SP Browser, MFCMAPI)
• An in-depth understanding of messaging and collaboration systems, in particular Office 365 and on-premise Exchange servers
• Messaging Fundamentals, including mail routing, connectors, interoperability with foreign systems
• Strong knowledge of Windows operating systems and networking (TCPIP, DNS, LDAP), preferably from a system administration background
• Understanding of MAPI and EWS
• Experience with the management of Microsoft SQL Server
• Knowledge and experience with SAAS platforms
• Fluency in English (spoken and written)