Enterprise Technical Support Advisor

Enterprise Technical Support Advisor Location IE-Cork Job ID Category Support Position Type Regular Full-Time Quest Software builds the foundation for enterprise AI with solutions in data governance, cybersecurity, and platform modernization. More than 45,000 companies including 90% of the Fortune 500 trust Quest to solve their most critical IT challenges. From securing identities and modernizing platforms to preparing data for AI, we help enterprises unlock their full potential. Support Engineers will 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 specialising inActive Directory management software. Stellar customer service andcall-handling skills and the ability tointerface, collaborate and prioritise customer issues with Development and effectively communicate solutions to customers is crucial to the role. Responsibilities Maintain a personalqueue of ongoing customer ticketsuntil resolution. Interface with the R&D, Sales, Product Management and Professional Services teamsto bring escalated issues toclosure. Document all customer case details on our support portal (case tracking system). Be pro-active in creating & publishing documentation in a customer focussed Knowledge Centred Support (KCS) environment. Developing and attending training for self-improvement toassistand share knowledge with other engineers. Troubleshoot customersissues by being able to recreate in support lab environments and by diagnosing potentially complex issues, effectively communicate solutions to customers. Initiate,participateor lead, local and global projects. Working with the following technologies. Operating Systems : Windows Messaging : Microsoft Exchange On-Prem and Office 365' Directory Services : Active Directory Networking : DNS, TCP / IP Databases : SQL Escalate customer issues to Technical Support management and AccountManagementas necessary. Acting as aliaisonbetween the Development team and the Quest end customer. After 6 months, have the capability of providing after-hours support and weekend support, ifrequired. Qualifications A detailed knowledge of Quest Active Directory products Change Auditor, Recovery Manager for Active Directory,InTrust,GPOAdmin, Security Guardian An in-depth understanding of different messaging and collaboration systems, in particular Office 365 andExchange experience Messaging Fundamentals including mail routing, connectors, interoperability with foreign systems Strong knowledge of Windows operating systems and networking (TCPIP, DNS, LDAP, WMI, ASP, DCOM) preferably from a system administration background Active Directory Management and Migration experience Knowledge of AD Access Control Lists and Active Control Entries, and trusts between AD Forests Understanding of MAPI and EWS Knowledge of Internet Information Server (IIS) Experience with SQL Server OtherRequirements Prior Technical Support experience or proventrack recordin system administration. Azure, Hyper-V,VMWare / Virtual Server technology experience. Technical writing skills. Familiarity with debugging tools / techniques (e.g.WebEx). Fluency in English. Another European language, especially French or German, is an advantage. Why Quest At Quest, your work makes an impact. Youll help organizations get AI-ready while building your career with a global team of innovators. We offer : Competitive pay, annual bonuses, and top-performer recognition. Comprehensive health, family, and retirement benefits. Flexible work options, generous PTO, and wellness programs. Professional growth through learning platforms, mentorship, and leadership programs. Inclusive teams that reflect the world we serve, supported by Employee Resource Groups and our Equality & Inclusion Council.