Perform the daily operational tasks that are necessary to provide a stable and robust Exchange environment, including monitoring, proactive maintenance, and problem resolution.
Provide tier 1 and 2 troubleshooting support of Exchange issues; investigate user escalation calls, finding optimum solutions for both users and the company.
To work 95% of the time on task and ticket management, with minimal supervision.
Take ownership of typical messaging issues and work to resolution and root cause identification.
Provide on-call support for the messaging environment.
Participate in weekend maintenance activities (such as mailbox moves, server reboots, patching, change management activities), as required.
Help ensure team performance meets or exceeds defined Service Level Agreements.
Maintain and administer third party applications including, but not limited to, Blackberry Enterprise Server and create appropriate documentation for application deployment, configuration, and related processes.
Adhere to and help enforce change management and compliance processes.
Assess and perform systems utilization and headroom reports to assist in troubleshooting and performance tuning.
Create and maintain appropriate documentation on the messaging environment.
Designated Client offices or customer locations between 08:00 AM to 5:00 PM. Off hour/weekend work to meet workload requirements and as required by operational incidents.
Technical Qualifications & Education Required:
Proven troubleshooting skills and ability to understand complex relationships between components of multi-tiered and distributed mail systems.
Strong understanding of mail dependencies with AD, DNS, mail routing and relays.
Basic or minimal experience with technologies such as Microsoft TMG, Symantec Enterprise Vault, Iron port
Basic or minimal knowledge on scripting experience (e.g. PERL, VBScript, .NET) is a plus.
Possess excellent interpersonal, verbal and written skills: ability to clearly and concisely articulate issues, alternatives, and recommendations.
Flexible, adaptable, and able to manage multiple tasks in a dynamic, high-pressure, fast-paced environment.
Self-driven and be able to work independently with minimal supervision.
Experience in a user-focused technical-support environment.
ITIL Foundations knowledge is a plus.
Project management knowledge and skills are preferred.
Service Delivery knowledge & skill is a preference.
Excellent written and verbal communication skills are a requirement.
Problem Definition, Resolution – Ability to assess criticality of the problem and seek solution in the appropriate timeframe; gain acceptance of proposed solution from impacted stakeholders; seek to establish win-win solutions that benefit all involved parties; involve the appropriate people to resolve complex cross-organizational problems.
Interpersonal Relations – Ability to work with people of varying styles, personalities and backgrounds; gain commitment of colleagues and customers; be recognized as a leader in building teamwork and open, honest communications.
Results/Goal Orientation – Ability to use efficient processes and procedures to get the work done; set aggressive measurable goals and objectives and be measured against them; set challenging but achievable goals for the department.
Performance Management – Ability to define and communicate performance expectations when working with others regarding work tasks, timing and fit with overall business goals; provide relevant feedback and coaching on a timely basis to facilitate completion of work.
Quality Measurements – Ability to define quality performance measures and evaluate services against standards; work directly with senior management to define appropriate measures for performance analysis; manage quality on a daily basis.
Resource Planning – High level of ability to work with internal customers, IR groups and outsourced vendor staff to understand resource requirements on a regular basis; proactively incorporates these requirements into personal work plans; makes long term plans for personal work that effectively utilize resources.
Minimum of 7+ years of experience in an enterprise MS Exchange environment (25,000+ mailboxes).
Relevant Microsoft certification (MCSE/MCTS/MCITP/) is a plus.
Diploma or Bachelor's degree in Computers or related field or equivalent work experience.