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Enterprise Technical Support Sr. Analyst

Quest Software

Quest Software

IT, Customer Service
Remote
Posted on Thursday, July 4, 2024

Enterprise Technical Support Sr. Analyst

Location PA-Remote
Job ID
2024-11621
Category
Support
Position Type
Regular Full-Time

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.

We have an exciting opportunity available in the Quest ISM Panama Team supporting all the AMER Region. Come join us as an Enterprise Technical Support Sr. Analyst (Remote Panama).

Information Systems Management products are awesomely powerful tools, used by IT departments of companies, organizations and government departments around the world! It does the work of multiple System Administrators and brings IT management up to a new level a streamlined efficiency.

Come work with highly skilled IT professionals, collaborate across countries and help support these incredible systems and great customers in a fast passed and exciting learning environment. Your great communication and problem solving skills will be incredibly valuable as you learn, teach, investigate, research, work as a team to help bring each customer so success and ensure their businesses run like a well-oiled machine.

Responsibilities

Supporting these incredible products and customers of course requires some technical background. We are looking for someone who encompasses and excels in these areas:

  • Receive and record incident related information using a variety of tools, techniques & procedures
  • Conducts analysis, gathers information (i.e. logs, scripts, screen shots), troubleshoots and resolves or recommends resolutions to moderately complex customer problems. Uses judgment within defined practices and procedures. This level has developed an understanding of their assigned product. Issues to be resolved require a broad range of troubleshooting skills related to: software functionality, installation, deployment, and configuration of Quest Software products on Windows-based networks
  • Works out problems, within existing specifications and standards; unusual problems which may require exceptions to procedures or processes are referred to a more senior engineer
  • Participates in implementation of tactical resolutions for customer problems. May work directly with other support teams, as needed to resolve customer issues and request enhancements for our products
  • Maintains solid customer relationships by handling their questions and concerns with speed and professionalism. Is accessible and available to multiple customers
  • Provides exceptional client management inclusive of excellent communications, responsive follow through, and advocacy for client issues within internal departments.

Qualifications

  • 1 -2 years of Customer Support experience
  • Strong knowledge of Windows operating systems and basic networking troubleshooting (TCPIP, DNS, LDAP, WMI)
  • Experience working in virtual environments
  • Windows Servers Experience
  • Active Directory Architecture experience (Creating users and groups)
  • Proficient English- written and spoken

Preferences

  • Working with ESX, Hyper-V would be extremely helpful
  • Troubleshooting experience with Linux and MacOS systems
  • Experience with SQL and Scripting
  • Working with Exchange servers
  • System Administrator experience
  • Computer Science Graduate degree or Graduate Degree with IT Software Proficiency
  • -2+ years of relevant experience working in a technical support department or as a Systems Administrator for a medium to large software company.

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 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 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 Quest Careers | Where next meets now. Join Quest.

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 You can report job scams to the FTC (ReportFraud.ftc.gov) or your state attorney general.

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