Messaging and Knowledge Management Analyst
ExxonMobil Chemical
Curitiba, PR, BR
há 4 dias

Job Role Summary

Position will have primary responsibility to provide Level 3 technical and problem resolution support for messaging and collaboration infrastructure components worldwide (Microsoft Exchange 2013 / 2016 and / or Microsoft SharePoint 2013 / 2016) .

Candidates have strong technical / analytical / communication skills, are quick learners, and capable of working in a global, virtual team.

Job Role Responsibilities

Primary Job Functions

  • Work as member of 24x5 follow-the-sun team to provide Level 3 support for the global messaging & collaboration environment.
  • Rotate as on-call member during weekends (12 hours coverage for West time zone).
  • Respond to problem tickets and service requests following Problem Management Best Practices, which includes communication / coordination with Level 2 organizations, end users and external vendors (Microsoft / Apple / Cisco / etc.).
  • Analyze log files and server events to identify root cause of failure and appropriate resolution.
  • Project coordination and / or execution for messaging related initiatives.
  • Participate in global virtual team spanning multiple time zones.
  • Additional / Other Responsibilities may include :

  • Support of externally-hosted collaboration services : WebEx eMeeting, and Runaware.
  • Manage problem escalations to vendor
  • Manage high-impact outages
  • Develop additional infrastructure processes as needs are identified
  • Develop documentation of processes (as needed)
  • Expected Level of Proficiency

    Preferred Knowledge / Skills / Abilities

    Desired Skills / Experience :

  • Microsoft / collaboration infrastructure components (Microsoft Exchange 2013 / 2016 and / or Microsoft SharePoint 2013 / 2016).
  • Server / Network support / operations.
  • Network Security and Naming Services, DNS Best Practices
  • RFC Compliance for SMTP (RFC 2821, 2822 and 1123),
  • IP troubleshooting tools (DNS / Trace route, etc.).
  • Customer support.
  • Application support.
  • Knowledge on Agile Methodology.
  • General Skills (required) :

  • Good analytical and troubleshooting skills.
  • Willingness and ability to learn new technologies and skills through self-initiative.
  • Effective verbal and written communication skills.
  • Flexibility and enthusiasm to work on a global team with teammates and customers from many different countries.
  • Customer focus.
  • Adaptability to change.
  • Time management.
  • Ability to lead small projects.
  • Analytical
  • Communicates Effectively
  • Adapts
  • Shows Initiative
  • Applies Learning
  • Collaborates
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