Exchange Support Engineer

Our client is the world's leading software corporation seeking Support Engineers to be responsible for delivering Microsoft Exchange support for Premier and Professional customers. The ideal candidate should have at least 3-5 years' experience with Exchange. S/He should possess solid working knowledge of enterprise messaging administrative concepts (installation, disaster recovery process, database utilities, public folder replication, FSMO role holders, and OWA and Front End/Back End knowledge) and expertise with Microsoft Exchange Server 2007/2010, Windows client, Windows Server, Active Directory, and Mobile device technologies.

RESPONSIBILITIES:

- Deliver timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer.
- Utilize knowledge of the customer environment to resolve issues in a timely manner.
- Manage escalations and sub-cases to ensure timely and high quality resolution of all issues.
- Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.
- Work with Technical Account Managers to effectively manage hot-sites including documented action plans and daily status updates for the customer and management.
- Execute formal post-mortem process on closure of critical issues.
- Initiate and participate in triage meetings to share knowledge with other engineers and to efficiently resolve customer problems.

QUALIFICATIONS:

- 4-year technical degree or equivalent work experience, plus a minimum 3 years' experience in Technical Support or Information Services in an Enterprise environment
- Demonstrated technical competence with BackOffice Technologies
- Conversationalist level of knowledge of all technology commonly used in an enterprise environment
- MCSE preferred
- Strong technical writing skills and familiarity with Microsoft Office applications
- Ability to effectively communicate with customer managers and executives on technical and business issues
- Strong organization, time management, project management, and negotiation skills
- Superior customer service skills
- 2-4 years industry experience as a developer a plus