Job Details
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Job Description
Main Responsibilities:
- Working as part of a team.
- Dealing with customer issues over the telephone on a daily basis using a call tracking system.
- Providing customer feedback on their issues as they are progressed.
- Ensuring customer satisfaction by providing a professional service and swift resolution to all customer issues.
- Recreating problems in house and providing evidence where bug fixes are required.
Job Requirements
Essential Requirements:
- 3 + years minimum experience providing 1st & 2nd level technical support for Enterprise Customers.
- In-depth Knowledge of:
- Microsoft Windows Server 2008/2008R2/2012.
- Microsoft Exchange 2003/2007/2010/2013.
- Networking.
- Microsoft SQL.
- IIS 5/6/7.
- Knowledge/experience of working in cross platform server environments.
- Knowledge of Server hardware.
- Demonstrated strong customer service/support skills such as active listening, good verbal and written communication.
- Able to multi-task across several open cases and manage and prioritize own time.
- Accustomed to conducting research to find answers to questions and solutions to problems from various sources.
- Evidence of establishing technical credibility with a wide range of customer contacts, with the ability to “read” the customer and modify behavior/approach.
Desirable Requirements:
- Exchange archiving knowledge is an advantage ideally with Enterprise Vault.
- Messaging admin background.
- Outlook Web Access.
- Microsoft Message Queue.
- Active Directory User Management.
- A working knowledge of Lotus Notes.
- An advantage would be experience of SAN/clustering.
- Knowledge of Server hardware.
Personal Profile:
- Willing to work as part of a professional support team to provide solutions to customer issues.
- Able to maintain professionalism while under pressure.
- The candidate needs to be someone who values teamwork and can contribute to the entire group who is a self-starter and self-motivated.
- Someone who wishes to continue to develop their skill set in a proactive environment.
- Being a team player and understanding the customer’s needs ensures it