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Job Description
- This role will be responsible for the day to day support of Collaboration Suit (Exchange / Skype for Business) within the client environment, performing troubleshooting and resolving incidents.
- Work with 3rd party vendors, subcontractors and support teams to effectively support the environment and achieve SLAs.
- Maintain service availability in excess of 99.5%
- Create and maintain relevant server support documentation.
- Provide input into change control, project planning and BC/DR activities.
- Perform general Exchange & Skype for Business support duties and schedule maintenance tasks as required.
- Adhere to change control – create and implement changes as required to maintain the environment and ensure stability of the Exchange Server cluster and Skype for Business roles/services.
- Assist with projects as required. Some project may require after hour work.
Key Responsibilities Include:
- Support (Identify, troubleshoot and resolve incidents) all Microsoft Exchange / Skype servers:
- Identify, troubleshoot and resolve the cause of server issues & service interruptions
- Identify, troubleshoot and resolve driver incompatibilities and issues o Identify, troubleshoot and resolve performance issues
- Identify, troubleshoot and resolve service failures
- Identify, troubleshoot and escalate hardware failures
- Identify, troubleshoot and resolve configuration issues
- Identify, troubleshoot and resolve clustering and high availability issues • Support (Identify, troubleshoot and resolve incidents) Exchange / Skype services such as:
- OWA & OAB, Office Online – including upgrades and migrations
- DAG / Windows clustering
- Spam check, blacklist/delist, AV
- Mailbox DB maintenance and benchmarking / BPA
- IIS and IIS configurations
- Support (Identify, troubleshoot and resolve incidents) related to Collaboration Suit service and tooling integration
- Provide support and work with 3rd party vendors, subcontractors and support teams in order to achieve SLAs.
- Create and Maintain relevant documentation
- Coordinate activities of subcontractors and 3rd party vendors as required.
- Ensure all projects and activities are executed to a high standard and within required timelines
- Performing reasonable requests from management as required to effectively support the assigned client
Job Requirements
- Thorough knowledge of Disaster Recovery Solutions using VEEAM, VMware SRM and other Orchestration layers
- Proven ability to maintain Service availability to excess of 99.5%
- Thorough knowledge of HTTP, SMTP, IMAP, POP3, ActiveSync protocols
- Thorough knowledge of Exchange and Skype for Business solutions, including troubleshooting and reporting
- Thorough knowledge of the Windows concepts, Domains, Active Directory and its concepts, and the interaction between hardware, operating systems, network, data center, and application software.
- Thorough knowledge of Microsoft Exchange Server shell and relevant automation and scripting
- Thorough knowledge of security principles applicable to Microsoft Exchange & Skype servers’ environments
- Thorough knowledge of network protocols and network services.
- Thorough knowledge DNS service and records
Minimum Qualifications and Education:
- Bachelor’s Degree in Computer Science, Information Systems, or equivalent.
- MCSE Messaging
- Additional Microsoft Certifications a bonus
- ITIL Foundation Certificate v3 a bonus
Soft Skills, Knowledge and abilities :
- Ability to work with related teams in order to achieve SLAs
- Ability to create and maintain documentation and provide relevant reports. This will require good working knowledge of MS word, Excel, Visio and PowerPoint.
- Ability to work independently with accuracy and minimum supervision
- Solid knowledge of standards and best practices.
- Knowledge of relevant government regulations and ability to maintain compliance to such regulations.
- Excellent command of English is crucial. Good verbal and written skills.
- Good interpersonal skills.
- Ability to take initiatives and assist improve the Windows Server environment performance and management
