We are seeking a dedicated and skilled Messaging Systems Technical Support Specialist to join our team. The successful candidate will be responsible for the day-to-day technical support, operations, monitoring, administration, and maintenance of on-premises or M365 messaging systems (including MS Exchange, Teams, Lync, Skype, SharePoint, etc.) in accordance with the project service scope and service level. Additionally, the role involves handling messaging system service requests, such as configuration changes.
Key Responsibilities:
- Provide technical support for escalations/cases related to Messaging Systems and document the escalation and resolution.
- Offer troubleshooting and technical support via phone, web-based tools, and email.
- Track and monitor the progress of all related requests until completion.
- Track messaging logs and troubleshoot issues.
- Perform basic system administration and process standard service requests related to Messaging Systems.
- Respond to service/server health monitoring alerts from monitoring systems.
- Perform daily operational procedures on systems, including routine checks of system availability and utilization.
- Provide support for system patching and server reboots based on work instructions.
- Conduct post-preventive maintenance (OS patching/application) system health checks based on work instructions.
Qualifications:
- Proven experience in technical support, particularly with messaging systems such as MS Exchange, Teams, Lync, Skype, SharePoint, etc.
- Strong troubleshooting and problem-solving skills.
- Excellent communication skills, with the ability to provide support via phone, web-based tools, and email.
- Ability to track and monitor requests effectively.
- Experience with system administration and routine operational procedures.
- Familiarity with service/server health monitoring systems.
- Ability to support system patching and server reboots.
- Detail-oriented with a focus on maintaining system health and performance.
