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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