Senior Technical Support Engineer

at  Quest Software

Overview:
One Identity Software offers award-winning products that simplify IT management for our customers. One Identity Software provides critical components to expand, enhance and simplify IT operations through enterprise solutions in four strategic areas: systems management, security, and information management. These industry-leading solutions enable IT organizations to simplify operations, maximize workforce productivity and deliver faster results.
Our Privilege Access Management solutions allow customers to access privileged accounts while meeting audit and compliance requirements along with the automation and control of the process of granting access to privileged accounts and passwords.
Responsibilities:
Engineers will work as part of a Global team to provide a high standard of technical support to customers utilizing the Privilege Access Suite of products. Stellar customer service and handling skills and the ability to interface, collaborate and prioritize customer issues with development and effectively communicate solutions to customers is crucial to the role. An ability to work across regional boundaries with Country and Product Managers to ensure product quality and stability and a determination to professionally manage and resolve a number of potentially complex issues on numerous supported platforms.
As a successful Support Engineer you will be able to work independently to test and debug customer issues in lab environments and operate as a key member of a virtual product team spanning across continents and time zones. A flexible attitude and capacity for absorbing information and keeping up to date with Technology is essential. You will gain exposure to enterprise environments incorporating a broad range of operating systems, protocols and architectures. Therefore a good cross-platform technology background is desired. Customer service and teamwork are our core principles and having fun in the process is expected.
For the right individuals with a passion to deliver top quality customer service there are excellent opportunities to progress within the Technical Support Organization.
Qualifications:
As a One Identity Support Engineer you will gain exposure to some or all of the following technologies:
Operating Systems: Windows Server, Linux Server
Databases: Microsoft SQL Server
Target Systems: Active Directory, Exchange, LDAP, SAP, Sharepoint, SQL Server
Networking: DNS, LDAP, HTTP, SMTP, VPN
Web: IIS
Virtualization: ESX, VMWare Workstation
Languages: Powershell, Python
Cloud: AWS and Azure

ESSENTIAL SUPPORT SKILLS

• Experience in a similar customer service work environment
• Must be independent, self-motivated, a team player and have a people-oriented personality
• Effective and efficient problem solving skills
• Strong written and oral communication skills
• Ability to work in fast paced, dynamic environment
• Able to be professional and have timely management of personal work load covering multiple problems
• Keep up to date with emerging technologies and latest Microsoft product versions.
• Delivery of excellent customer service.
• Awareness of Change Control Process

ESSENTIAL TECHNICAL SKILLS

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

• 2+ years’ experience with enterprise network configuration, DNS and troubleshooting methods
• 2+ years’ experience in Technical support, Development or System administration
• Candidate must have a strong customer orientation, excellent phone etiquette and an excellent work ethic
• Candidate should possess excellent communications and multitasking skills
• Be able to work under pressure with calmness and composure
• Work independently and also in a team, with strong troubleshooting and diagnostic skills

EDUCATION:

Undergraduate degree ‘preferred’ or relevant experience in the field of IT.

COMPANY DESCRIPTION

With team members dispersed globally, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. One Identity’s team members are committed to serving our communities, regularly volunteering for non-profit organizations. Our team members follow an open approach to technology innovation and believe that technology is essential for human success.