Senior Second Line Analyst - Messaging

 

Recruiter:

Jenrecruitment

Job Ref:

CPT000098/JG

Date posted:

Tuesday, February 8, 2022

Location:

Capetown, South Africa


JOB SUMMARY:
Microsoft Exchange support analyst specialising in email and collaboration technologies, supporting contracted 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.

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


JOB DESCRIPTION:

Job Description
  • Supporting 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

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
  • Ability to adjust according to changing business priorities

People Skills
  • Ability to work collaboratively within a team sharing ideas
  • Effective and personable communication with customers and vendors to achieve desired results
  • Desire and drive to attain results and closure on issues even if faced with resistance & reluctance
  • Reliability and commitment to getting the job done (including after hours as required)
Working Hours
  • Cover core UK hours as required
  • Provide out of hours standby cover on a rotational basis
  • Work overtime when required and approved
  • Be willing to work some SA public holidays in return for overtime remuneration or time in lieu

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.



 

 

 

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