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Support and Operations Engineer


Company Overview

We are an ambitious, fun and culturally diverse group of people. As a business we pride ourselves on our fantastic company culture and great people.

Quadrotech helps companies to achieve smarter Office 365 migration, reporting, security and management. Our suite of solutions includes; migration solutions to move data to Office 365, cloud to cloud migration to support structural changes to your tenant and SaaS solutions for management and reporting on your Office 365 environment. Quadrotech works with organizations of all sizes and industries to make their Microsoft Cloud smarter, secure and more efficient. Today we have over 120 employees located across offices in Switzerland, the United Kingdom, the United States, Slovakia as well as a number working remotely.

Position Overview

We have an outstanding vacancy for a Support and Operations Engineer to join our Customer Experience Team based in Fargo, North Dakota, USA. The position reports to the Director of Customer Experience Team and supports our customers around the globe.

The applicant should be a technical minded individual with the desire to expand their current knowledge and experience within Microsoft driven technologies. The ideal candidate will have a hard-working ethic, excellent customer interaction skills, good communication skills and a desire to learn fast.

Main Duties and Responsibilities
  • Be the first point of contact for customers tickets
  • Confirm the client is under contract, incident details and contact information
  • Provide technical consulting as part of a team, that provides customer support
  • Troubleshoot complex technical problems and work with various teams (development, consultancy, quality assurance) to consistently and efficiently deliver high quality solutions to customers’ issues
  • Establish, develop and maintain good relationship with employees, internal partners, vendors, and customers
  • Propose and implement system enhancements, that will improve the performance and reliability of the customers’ systems
  • Interface with customers regarding specific customer dependent projects or deliverables and status
  • Troubleshoot and supporting customers via online meeting (remote sessions)
  • Provide operational support for the managed environment, including but not limited to patch management and proactive platform management
  • Provide weekly reports from the managed environment to a customer
  • Be responsible for creation and update of knowledge base articles linked to our products
Essential Knowledge, Skills and Experience/Attitudes
  • Passionate about helping others
  • Ability to diagnose and troubleshoot technical issues
  • Excellent problem-solving and communication skills
  • Ability to provide step by step technical help, both written and verbal
  • Ability to prioritise work and have exceptional time management skills
  • Ability to work together in a team
  • Knowledge of Microsoft Operating Systems
  • Knowledge of Microsoft SQL and experience with writing SQL queries
Desirable Knowledge, Skills and Experience/Attitudes
  • Demonstrable experience in customer support
  • Knowledge of Microsoft Exchange
  • Knowledge of Microsoft Office 365
  • Knowledge of Microsoft Azure
  • Understanding of network topologies
  • Knowledge of Archiving Systems (Enterprise Vault, etc.)
Benefits
  • 20 PTOs to all employees
  • Additional one day paid leave on the Employee’s birthday
  • Private health insurance with the option of dental and vision coverage
  • 401k Plan with employer contribution
  • We offer a friendly workplace
  • We support employees staying up-to-date (e.g. events, skills training)
  • Linked in Learning account for all employees with free access to learning courses
  • Flexible working hours
  • Hardship loan
  • Refer a friend bonus scheme

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