10+ years of experience in Messaging Administration
5+ years of Microsoft Exchange 2010 or later in a multi-site deployment
3+ years of Microsoft OCS/Lync/Skype for Business in a clustered enterprise environment (minimum 10,000 active users) with mobile support experience
3+ years of using automation tools such as Microsoft PowerShell
Requirements:
Provide L3 technical support and escalation for collaboration and messaging issues, including escalation of Tier 1 and Tier 2 as needed.
Create, maintain, and publish detailed systems documentation and update knowledge base and support request forms.
Manage daily ticket queue from end users for L3 messaging and collaboration requests, and serve as escalation point for L1/L2 support.
Collaborate on projects driven by the Collaboration team lead and represent the global Collaboration team for local support; participate in on-call rotations.
Job description
We're looking for a Senior Collaboration expert with superior skills and a passion for using technology to connect and empower people worldwide.
You'll need a working knowledge of a broad set of content & collaboration technologies including, Microsoft Office 365, Exchange and Exchange Online, SharePoint Online, Office 365, and OneDrive, Zoom and Slack.
The operational responsibilities includes L3 technical support and escalations, technical writing and documentation.
Job Requirements
• 10+ years of experience with Messaging Administration
• 5+ years of Microsoft Exchange 2010 or later experience in a multi-site deployment.
• 3+ years of Microsoft OCS/Lync/Skype for Business experience in a clustered enterprise environment (minimum 10,000 active users) with mobile support experience such as Android and iPhone devices.
• 3+ years using automation tools such as Microsoft PowerShell
• Proven troubleshooting skills (escalation and Tier 3 support) and ability to understand complex relationships between components of multi-tiered and distributed mail systems.
• Proficiency with troubleshooting Collaboration problems that flow through load balancers such as BigIP F5, Palo Alto firewalls and Cisco networking equipment.
• Establish and follow policies and change procedures for infrastructure administration.
• Proactively identify potential production issue and recommend and implement solutions
• Work on daily ticket submittals to tier 3 from end users for support and resolution
• Act as the escalation point for all lower level support issues and be able to perform support and follow through to resolution for local issues affecting the business.
• Participate in projects driven from the Collaboration team lead and be a representative for the global Collaboration team for local support.
• Create and maintain detailed systems documentation and post to shares for team information sharing
Basic Qualifications
• Experience in a user-focused technical-support Tier 3 environment.
• Ability to perform 7x24 on-call duty on a rotational basis with other team members
• Ability to communicate complex technical concepts clearly to peers and management
• Ability to think logically and analyze application and business process requirements.
• Exhibits strong procedural and architectural documentation skills
• Experience in a user-focused technical-support environment
• 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.
1) Exchange Online and O365 L3 Support
2) Technical Communication and Writing
Preferred/Ideal: Any preferred technical skills, business skills or soft skills that you might want to see in an IDEAL candidate that are not already mentioned?
Excellent Communication Skills – This candidate will be required to collaborate with internal team members, cross functional team members, customers and management.
Excellent Writing Skills - This candidate will be required the task of updating our knowledge base documentation as well as our support request forms.
What would the typical work day look like for this contractor (what are they responsible for)? The candidate will primarily be working out of a ticket queue supporting end users on L3 messaging and collaborations requests and issues. They will also be and Escalation Point for L1 and L2 support tiers. In addition, they will also be assigned the task of updating our knowledge base documentation as well as our support request forms.
