Collaboration Specialist-nights Azaleos
THIS JOB HAS EXPIRED Job Summary:
The Collaboration Specialist will assist in the monitoring, troubleshooting, support and reporting of Azaleos customer networks. Serves as a point of contact for escalated client service request calls and manages resolution in accordance with established policies/procedures. When requested, role will participate in certain project activity and change execution in the client environment.
Essential Duties and Responsibilities:
Functions as the second-level point of contact when receiving client requests for resolution. Takes ownership of call and employs established automated and manual processes to ensure a complete, expedient and high quality resolution to client service requests. This includes the ability to troubleshoot and assist customers to perform remediation steps necessary when problems are realized. 50%
Provides technical and procedural support to Rapid Response Engineers by request or by initiating consultation in high volume situations. Research and documentation on major incidents and problems, developing complete documentation on impact and root cause of issues 25%
Deploy patches to multiple customer networks 10%
Assists management in developing/delivering training programs for Managed Services staff, including population of knowledge-based systems (Dynamics CRM) with problem resolution tips and best practices. 5%
Support the architecture and integration of messaging solutions 5%
Monitor multiple customer networks and systems 5%
Serves as backfill for Rapid Response Engineers As needed
This position does not have supervisory responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. New hires are required to obtain current MCP or MCTS within 6 months of hire date.
EDUCATION and/or EXPERIENCE
Three to five years? related experience and/or training; or equivalent combination of education and experience in the following technologies:
Exchange 2003, 2007, and 2010
SharePoint 2007 and 2010
DPM 2007 and 2010
OCS and Lync
Storage Devices including NetApp and EMC
BlackBerry Enterprise Server 4.1 and 5.0
Windows Server 2003, 2008, and 2008R2
Microsoft Certified Professional (MCP) or Microsoft Certified Technical Specialist (MCTS) preferred. Another combination of the above education and experience requirements may be considered in some cases.
Experience with and troubleshooting knowledge of:
Mail flow troubleshooting- OWA, ActiveSync, OAB, Internal mail flow, and other Exchange related services.
Network troubleshooting- Basic connectivity testing and some firewall knowledge
Backup knowledge- How to complete and troubleshooting various backups from DPM to Snapshots.
SAN knowledge- Manage disk space and troubleshoot
Active Directory- Troubleshoot Domain Controllers, replication and some user accounts.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Works in well lighted/ventilated office area, with some changes of temperature, as well as throughout the premises. Associate will spend majority of the time indoors.
Punctuality and reliable attendance is required to ensure customer SLA?s are adhered to.
Ability to remain proactive and alert during the standard 12-hour day/night shift.
Prolonged sitting at a computer with some standing and bending intermittently during work hours
Issubject to frequent interruptions
Close vision required for computer monitors
The employee must occasionally lift and/or move up to 50
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment is a typical network operations center office
environment. The noise level in the work environment is usually moderate.
The Azaleos Operations Team works 24x7x365. Any individual selected for employment, will be required to work varying shifts depending on business needs.
||Charlotte, NC |
THIS JOB HAS EXPIRED