Global Exchange Support Engineer

GLOBAL EXCHANGE SUPPORT ENGINEER FORT LAUDERDALE, FL 12 MONTH CONTRACT, POSSIBLE TEMP TO HIRE

Did you know that Gartner has positioned COMPUCOM as #1 in its Magic Quadrant for End-User Outsourcing? Come work for the leader today!

FLUENCY IN SPANISH AND ENGLISH REQUIRED. THIS IS A 10 X 4 SHIFT: WEDNESDAY TO SATURDAY FROM 10 AM TO 09 PM, OR SUNDAY TO WEDNESDAY FROM 10 AM TO 09 PM. 10 HOURS SHIFT, 4 DAYS WEEK, 3 DAYS OOF.

This team is geographically distributed, speaking many languages and coming from a variety of cultural backgrounds. They are rapidly expanding and looking for talented people with a passion for complex problem solving and commitment to customer happiness.

Besides technical talent, we also look for Engineers with a run for the fire behavior people who thrive under difficult and challenging circumstances, who love to get involved in cases to help and at the same time learn.

If you are a very seasoned Exchange Engineer with a strong knowledge in supporting and deploying Exchange Servers on an Enterprise environment, if you love learning something new all the time and it makes your day when customers and colleagues thank you for your help, this may be THE career opportunity for you.

JOB DESCRIPTION

You will be accountable for providing an outstanding technical support experience to Enterprise customers. From problem identification to full resolution, you will own and manage your cases over the phone and Web.

Your main focus is to support Exchange Server in Enterprise environments all supported versions, including Exchange Online (Office 365), complex deployments (5000+ users; typically hundreds of Servers).

When needed, you will transfer your cases to your colleagues or involve subject matter experts, or escalate to Engineering (Product Groups) or Management. Your day-to-day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one of more areas and receive guidance and mentorship from your colleagues.

Every day you will have to make judgment calls regarding your case load, how to prioritize it, how to maximize your effectiveness, how to set time aside to learn about our new products and technologies and evolve as a professional.

You will also participate in various training sessions, and internal technical events as they become available.

KEY RESPONSIBILITIES:

- Be available to take ownership of new cases and escalations via telephone and Web
- Provide support to Enterprise customers and partners
- Scope customer issue by collecting the relevant facts
- Investigate on the problem by doing your own research and by involving other teams as needed
- Consult with your immediate peers or colleagues around the world, handing the case over to them as necessary
- Escalate to management or engineering (Product Groups) as necessary, acting internally as a customer advocate and keeping the customers informed
- Collaborate with management and engineering in order to resolve service issues and in order to produce bug fixes, patches, test cases as appropriate
- Ensure that each support request owned by you is handled as per Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments
- Contribute your findings to a common knowledge base and keep it up to date
- Document your technical work and research in detailed and comprehensive manner
- Prioritize your work in order to accomplish the most important and urgent requests first
- Keep on learning as products and services grow and evolve
- Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems
- Maintain regular communication and information exchange with the rest of the team, locally and remotely
- Act as a point of escalation for technical and service requests for frontline engineers
- On a rotation basis, be available for on-call support out of office hours

SOFT SKILLS REQUIREMENTS:

- Must have strong customer service skills, communication skills, team work, problem-solving skills, interpersonal skills, capacity to deal with difficult customers and ambiguity
- Excellent self-assessment to identify when other resources are needed; engage and collaborate effectively with others to resolve complex problems
- Also, ability to handle high pressure situations well maintain calm and composure on high pressure situations

TECHNICAL REQUIREMENTS:

- Must possess strong knowledge and demonstrated technical proficiency in Exchange 2007, Exchange 2010 and Exchange Server 2013
- Strong knowledge of Office 365 Exchange Online also very desirable
- Must also have a strong understanding of Exchange client connectivity (Outlook/OWA/Mobile Devices) Knowledge of concepts such as Autodiscover, OutlookAnywhere, Availability, ActiveSync, CAS Array
- Understanding Exchange Transport Knowledge of concepts such as: Categorization, Transport Agents & Rules, Email Pipeline, Email queues, Shadow Redundancy
- Understanding Exchange High Availability and Site Resiliency - Knowledge of concepts such as: Database Availability Groups, Databases copies, Cluster types supported by Exchange, Failover & Switchover, Active Manager
- Disaster Recovery knowledge of Databases repair and recovery, Dialtone, Recovery Database and Storage Groups, Exchange Server recovery
- Solid understanding of Active Directory (Adsiedit/Group Policies/Replication), DNS, Networking (network capture reading) and other related areas with troubleshooting at the expert level within large network environments
- Fluency in Spanish (spoken and technical writing) and English required
- Trilingual candidates fluency in Spanish, Brazilian Portuguese and English also welcomed

*CompuCom supports Employment Equity and Diversity* Dallas-based CompuCom Systems, Inc. is a leading provider of end user enablement, service experience management, and cloud technology services to Fortune 1000 companies. CompuCom partners with enterprises to develop smarter ways they can work, grow, and produce value for their business. Founded in 1987, privately held CompuCom has approximately 11,500 associates and supports more than 4 million end users in North America. For more information, visit our website