Support and Operations Engineer
Quadrotech Solutions
North Dakota

About $61,000 - $88,000 a year

SkillsBenefits
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