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.).
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.
Adaptability to change.
Ability to lead small projects.