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Technical Support Engineer - Monitoring
ID: 149851 - Save Job
Category: IT
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Quest Software, founded in 1987 currently has over 3,000 employees worldwide and is a global leader in providing solutions for database management, application management and windows management. Since going public (Nasdaq: QSFT) in 1999, weve consistently increased our revenues from $71M in 1999 to $476M for 2005. For more information on Quest Software please go to www.quest.com. We are now seeking a Technical Support Engineer within our Quest Monitoring Team to support our Foglight and Monitoring product lines. This position will be based in Maidenhead, Berkshire. Objectives / Responsibilities Engineers will work as part of a Global team to provide a high standard of technical support to customers on our Monitoring Suite of products, including Foglight, QMX for MOM. Stellar customer service and handling skills and the ability to interface, collaborate and prioritise 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 a variety of Windows and UNIX platforms is required. As a successful Monitoring 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 the product team spanning 3 continents and time zones. A flexible attitude and capacity for absorbing information and keeping up to date with Technology is essential. 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 organisation. As a Monitoring Support Engineer you will gain exposure to some or all of the following technologies: • Operating Systems: Windows 2000/2003 Servers; Unix (Solaris, HPUX, AIX, Linux) • Databases: MS-SQL Server, Oracle, Sybase, DB/2 • Web: J2EE, J/Boss, WebSphere, WebLogic • Applications: PeopleSoft, Siebel, Oracle Apps Day to Day Duties • Within 1 month be familiar with all internal systems and Support tools. • Within 2 months participate in product training enabling product support of customers, using latest Support tools. • Within 2 months field incoming technical issues from customers. • Maintain a personal queue of ongoing customer issues until resolution and customer interface with R&D resources to bring escalated issues to resolution. • Document all customer case details in SupportLink (case tracking system). • Be pro-active in creating & publishing documentation in a customer focussed Knowledge Centred Support environment. • Developing and attending training for self-improvement to assist and share knowledge with other engineers. • Initiate and participate or lead, local and global projects. • Troubleshoot customers issues by being able to recreate in support lab environments and by diagnosing potentially complex issues, effectively communicate solutions to customers. • Contribute with new ideas and theories to assist colleagues in brainstorming sessions for support cases. • Act as a customer advocate. Essential Technical Skills • Experience of System administration (Windows or Unix) and/or Oracle Database Administration (Development, QA, or Support) • 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 Preferred Technical Skills • Prior Technical Support experience or proven track record in system administration • Previous customer support experience, or previous customer facing role with good interpersonal skills (written and spoken) • Familiarity with debugging tools/techniques (eg. WebEx) and broad technical knowledge • Exposure to any of the following Peoplesoft, Oracle eBusiness, Weblogic, Websphere, Siebel, Sybase, SQLServer, J2EE or JBoss would be advantageous • Experience with VMWare • UNIX scripting knowledge • Exposure to Monitoring tools including Microsoft MOM technology • Educated to degree level • Ability to work flexible hours • Experience with Technical Writing • Additional language skills – desirable but not essential
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