[ref. s42475900] Senior Application Support Analyst
Summary
We’re looking for a Senior Collaboration expert with superior skills and a passion for using technology to connect and empower people worldwide. Reporting to the Manager of Collaboration Infrastructure, you’ll be responsible for supporting an On-Premises Exchange migration to an Exchange Online Environment.
The ideal candidate will have a keen sense for industry trends and emerging technologies that improve employee productivity and satisfaction, as well as the ability to work across boundaries to deliver results.
You’ll need a working knowledge of a broad set of content & collaboration technologies including, Microsoft Office 365 tenant solutions including but not limited to Exchange, SharePoint, Office 365, and OneDrive.
The operational responsibilities includes systems configuration and documentation, software installation and upgrades, technical support and troubleshooting, hardware builds and standards definition, new feature implementation, and system performance measurement and tuning.
Roles & Responsibilities- 10+ years of experience with Messaging Administration
- 5+ years of Microsoft Exchange 2016 or later experience in a multi-site deployment
- 3+ years of Microsoft Skype for Business/Teams (minimum 10,000 active users)
- 3+ years of experience of mail relay servers such as Cisco IronPort
- 3+ years of deploying and supporting conferencing solutions (Zoom, Teams, S4B)
- 3+ years using automation tools such as Microsoft PowerShell
- Slack, Trello, Kiteworks/Accellion experience a plus
- 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.
- Establish and follow best practices for enterprise monitoring, troubleshooting and maintenance.
- Work with key business users to understand the business requirements and potential collaboration solutions within the current architecture.
- 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.
- Assess and perform systems utilization and headroom reports to assist in troubleshooting and performance tuning.
- Create and maintain detailed systems documentation and post to shares for team information sharing
- 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.
- Rate is flexible up to $100/HR fully-loaded
- Location: Austin. Salt Lake City as a back-up, needs to be onsite
Required Skills
Unity Messaging administrationMicrosoft Exchange
Work Authorization- US Citizen
- Green Card