Description
Position Overview:
This position is responsible for level three support of Unified Communications and Collaboration, Desktop Messaging. As a member of the Desktop Messaging Team, you will provide exceptional customer service for PNC's email and instant messaging products specifically, advanced troubleshooting of Outlook 2013, Outlook Web App (OWA) and Skype for Business (formerly Lync). The ideal candidate is a seasoned Messaging Support Specialist with subject matter expertise in the areas of Microsoft Exchange Server 2013, Skype for Business 2013, Active Directory and cloud-based technologies. Additionally, the chosen candidate will be proficient in Exchange Powershell Scripting and have the ability to write ad hoc scripts as needs arise. This candidate should also be proficient with remotely using the Exchange Administration Center and the Skype Control Panel.
Top 3 Skills:
Outlook
Skype Operation
PowerShell Scripting
Interview:
Phone Screen
Key Details:
Required Tools/Knowledge:
Knowledge of Microsoft Exchange 2013 and Skype for Business 2013 in a cloud-based setting
Proficient with Exchange Powershell Scripting
Proficient with Exchange Administration Center
Proficient with Skype Control Panel
Experience troubleshooting OWA issues, Outlook issues and Skype issues
Experience troubleshooting Exchange mailbox and user account issues
Experience resolving mail delivery issues
Experience writing and maintaining messaging documentation (ie procedures, processes, standards, and knowledge articles for IT Support)
Customer service oriented with the ability to communicate effectively with end-users as well as teammates
Ability to identify user training needs
Strong analytical/problem solving skills
Basic understanding of Active Directory
Required to participate in team on-call rotation