Description
This person will be responsible for delivering Microsoft Exchange support for a for Premier and Professional customers. The ideal candidate should have at least 3-5 years experience with Exchange. This candidate should possess a solid working knowledge of enterprise messaging administrative concepts (installation, disaster recovery process, database utilities, public folder replication, FSMO role holders, and OWA and Front End/Back End knowledge) and has expertise with Microsoft Exchange Server , Windows client, Windows Server, Active Directory, and Mobile device technologies.
Goal:
To provide high quality technical phone support in regards to Microsoft Exchange Premier and Professional customers.
Responsibilities:
Deliver timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer.
Utilize knowledge of the customer environment to resolve issues in a timely manner.
Manage escalations and sub-cases to ensure timely and high quality resolution of all issues.
Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.
Work with Technical Account Managers to effectively manage hot-sites including documented action plans and daily status updates for the customer and Microsoft management.
Execute formal post-mortem process on closure of critical issues.
Initiate and participate in triage meetings to share knowledge with other engineers and to efficiently resolve customer problems.
Qualifications:
4-year technical degree or equivalent work experience, plus a minimum 3 years experience in technical support or MIS in an Enterprise environment.
Demonstrated technical competence with Microsoft BackOffice Technologies.
Conversationalist level of knowledge of all Microsoft products used in an enterprise environment. MCSE preferred
Strong technical writing skills and familiarity with Microsoft Office Applications.
Ability to effectively communicate with customer managers and executives on technical and business issues.
Strong organization, time management, project management, and negotiation skills.
Benefits:
We offer a full benefit package which includes health, dental, vision, and life insurance, along with short/long term disability, paid time off, and 401K.