Senior Second Line Analyst - Messaging

Microsoft Exchange support analyst specialising in email and collaboration technologies, supporting contracted Computacenter customers. This is an opportunity to work for a large international group that provides managed services to enterprise level customers across a wide range of industries and technologies. Note that this is an infrastructure support role and not focused on user/account administration.


Job Description

Supporting Computacenter customers’ messaging and collaboration environments remotely from Cape Town

Incident investigation and resolution in accordance with agreed SLAs and working within the ITIL framework

Pro-active monitoring using, amongst others, automated tools/reports where available

Project work for new deployments/migrations/upgrades as required

Root-cause analysis for complex issues as per the problem management process

Out-of-hours standby based on a 4 or 5 week rotation

Ad-hoc out of hours work as required for changes and project work

Creating and reviewing on a regular basis documentation assisting the team in its day-to-day work

Assess supported customer environments with a view to suggesting initiatives that could serve to improve the levels of support and service we provide as a team

Mentor and assist team members when required

 
Essential Knowledge/Skills

3 -5  years’ experience in the following areas:

Supporting Microsoft Exchange 2013 / 2016+

Supporting Office 365/Exchange Online environments

Supporting Microsoft Lync 2010/2013 / Skype for Business

Microsoft Teams

Microsoft SharePoint Online

Awareness and working knowledge of email security and hygiene products like Symantec Mail Security for Exchange, Mimecast and Cisco IronPort

Windows AD skills and network protocols and services like TCP/IP and DNS

Desirable Knowledge/Skills

Mimecast

Symantec Enterprise Vault

PowerShell scripting

 
Essential Qualifications

MCP, MCITP and/or MCSE certification in Exchange 2013+, and/or Exchange Online/Office 365.

 
Desirable Qualifications

Certification relating to any or all of Microsoft Lync/OCS/Skype for Business, Mimecast, Enterprise Vault or Exchange Online

 
Behavioural Characteristics or Competencies

Professional / Cognitive skills

Strong written and oral communication in English is a must.  Strong presentation skills are considered an asset

Strong and proven troubleshooting ability in a large scale, fast-paced operations environment

Demonstrated ability to work independently and manage time

Ability to make timely and sound decisions under conditions of uncertainty and / or stress

Ability to manage client and management expectations, keeping all stakeholders informed about open incidents or requests