Quest Software (now a part of Dell) provides powerful, simple, and affordable network management software to more than 80,000 customers worldwide – from Fortune 500 enterprises to small businesses. Our diverse range of software solutions and tools helps IT teams to get the most out of their corporate networks. Our products are downloadable, easy to use and maintain, and provide the power, scale, and flexibility needed to manage today's complex network environments. We believe that our offerings represent the best alternative to the expensive, inflexible network management platforms from traditional enterprise vendors.
PacketTrap, a division of Quest Software, provides comprehensive network management software and IT infrastructure monitoring software for IT departments and managed service providers. PacketTrap IT provides IT departments a robust capability to manage their IT infrastructure from a centralized interface while PacketTrap MSP provides IT Consultants and Service Providers the ability to manage their customers from a remote console.
Technical Support Engineer
- Are you a brilliant Technical Support Engineer interested in helping revolutionize IT infrastructure management for local, SaaS, and cloud computing environments then we would like you to join our team?
- You must have a passion for providing outstanding technical product support to our customers and the capability of answering a range of simple to complex customer questions or problems, over telephone or email, in the areas of system configuration, setup and functionality for our award-winning network management products.
ESSENTIAL RESPONSIBILTIES:
- Document all relevant technical data for every customer interaction. Assume the role of direct liaison between the customer and the engineering group. Communicate clearly (both phone and email) with all concerned parties in a timely manner with the latest update and overall progress of each case.
- Take ownership of support cases from web, phone and email and drive them to resolution on the first call if possible. Escalate common and / or severe issues with appropriate evidence.
- Perform the role of customer advocate. Maintain the customer’s needs as the prime directive. Expect and set expectations of excellence through all facets of the customer support experience.
- Work with the Engineering and other cross functional teams to provide explicit feedback to improve the product quality and reliability.
- Maintain current and document upcoming features for technical support guides, FAQs and community resources. Become and always be a product expert.
- Reproduce and test customer reported issues to allow R&D to create solutions and future enhancements
- Must be flexible with work shifts to accommodate both the customer’s schedule and development’s schedule to promote quick customer issue resolution as needed.
MINIMUM QUALIFICATIONS:
- 2+ years of technical support experience.
- 2+ years experience supporting LAN & WAN Networks, in-depth knowledge of TCP/IP Protocol Suite, LAN/WAN access technologies, Internet Security Architectures and Routing Protocols.
- 1+ years experience working with Linux, Microsoft applications, Active Directory and protocols such as SMTP, FTP, Telnet etc.
- Must be willing to provide off-hours, on-call remote support as needed.
DESIRED SKILLS:
- A strong customer orientation and possess an excellent work ethic.
- Excellent communications skills. Must work well under pressure while maintaining calm and composure.
- Strong troubleshooting and diagnostic skills applicable for medium and distributed networks
- Experience in SNMP, SNMP Traps, WMI and related protocols
- Knowledge of common Internet/network protocols such as DNS, FTP, HTTP, etc
- Experience working with NMS solutions such as Solarwinds Orion, HP Openview, Kaseya, N-able and/or hosted applications like Salesforce.com and QuickBooks
- Configuration and management of network security products (Firewalls, IPS, VPNs), Routers, Switches, Load Balancers, Application Proxies ..etc., is considered a plus
- Must work well independently and also in a team setting.
- BSCS/EE is preferred
- Preference will be given to candidates with professional certifications from Cisco, Microsoft, SonicWALL, ICS2, etc.
- Must be able to adapt to rapidly changing business demands
- Must be eager to quickly learn new technologies
- Must be a self starter and take initiative at every opportunity
EOE M/F/D/V
