Enterprise Tech Supp Advisor

Overview:
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 of 5 years dealing with enterprise customers
- Knowledge 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
- 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)

**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.

Secure operations, manage data and migrate platforms in the era of AI.

**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 relationship.

We invest in our people and offer a series of programs that enables 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.- #LI-CB1_