Enterprise Technical Support Advisor
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Job Description
Enterprise Technical Support Advisor supporting Quest Software customers with Microsoft migrations. Troubleshooting mail, Teams, SharePoint, OneDrive, and enterprise platform-management issues.
Responsibilities:
- Provide technical support to Quest customers, focusing on enterprise migrations such as mail, Teams, SharePoint, and OneDrive
- Troubleshoot customer issues by reproducing them in support lab environments and diagnosing complex issues
- Communicate solutions effectively to customers
- Maintain a personal queue of ongoing customer issues through resolution
- Collaborate with R&D, Sales, and Product Management to resolve escalated issues
- Document customer case details in the case tracking system
- Create and publish customer-focused documentation in a Knowledge Centered Support (KCS) environment
- Develop and attend training for self-improvement and knowledge sharing with other engineers
- Initiate, participate in, or lead local and global projects
Requirements:
- Prior Technical Support experience dealing with enterprise customers
- Experience with migrations including Accounts/Mailbox/SharePoint/Teams/OneDrive/Power BI
- Cloud infrastructure management or strong knowledge of Office 365 and Microsoft applications
- Familiarity with debugging tools/techniques, including EWSEditor, SP Browser, and MFCMAPI
- In-depth understanding of messaging and collaboration systems, particularly Office 365 and on-premise Exchange servers
- Knowledge of messaging fundamentals, including mail routing, connectors, and interoperability with foreign systems
- Strong knowledge of Windows operating systems and networking, including TCP/IP, DNS, and LDAP
- Understanding of MAPI and EWS
- Experience with Microsoft SQL Server management
- Knowledge of Active Directory access control and user management
- Azure/Virtual Server technology experience
- PowerShell scripting
- Active Directory management
- Fluency in other European languages is an advantage
Benefits:
- Commission or bonus, if eligible, governed by a formal corporate plan
- Country-specific benefits offering
- Career development with a global team
- Equal employment opportunity and harassment-free work environment
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