Exchange Support Engineer

This person will be responsible for delivering high quality Microsoft Exchange support for member and professional customers. The ideal candidate should have at least 3-5 years' experience with Exchange. This candidate should possess a 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 has 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.
- Maintain frequent contact with member customers, TAMs, developers, program managers, support engineers, managers, and other support vendors.

QUALIFICATIONS:

- 4-year technical degree or equivalent work experience, plus a minimum 3 years' experience in technical support or MIS in an Enterprise environment
- Demonstrated technical competence with Microsoft BackOffice Technologies
- Conversationalist level of knowledge of software products 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