Exchange Support Engineer

This person will be responsible for delivering Microsoft Exchange support for member and professional customers. The ideal candidate should have at least 3-5 years of 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, Front End/Back End knowledge, etc.) 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.

QUALIFICATIONS:

- 4-year technical degree or equivalent work experience, plus a minimum 3 years' experience in technical support or IS in an enterprise environment
- Demonstrated technical competence with 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

This contract position is expected to be 3-4 months in duration.