Description:
This team provides tier 2 support for our client. There are about 350 1st level support members that escalate tickets to this team. Day to day this person will be working in remedy troubleshooting tickets via phone, chat, or email. They close around 300 tickets a day as a team. The majority of tickets that come in are around Microsoft outlook and exchange 2013 ( they do not support O365). The second highest volume of tickets are around sharepoint, skype and the microsoft comm tools.
Technical resource to fill 2nd level support with strong capabilities in more than one of the collaboration products: Outlook, IM, WebEx, SharePoint.
An experienced technical resource to fill a subject matter expert role for 2nd level support with strong capabilities in more than one of the collaboration products:
Microsoft Outlook
Microsoft IM/Communicator
WebEx
SharePoint
Ability to use and apply complex technical principles, concepts and techniques
Have strong leadership, communication and presentation skills
Be proficient to work independently on multiple phases of various IT projects
Serve as a Subject Matter Expert and escalation point for the resolution of unresolved problems, complaints and complex service requests
Provide technical leadership and guidance as well as check the work of less experienced associates
Develop new as well as update existing training and process/procedural documentation
Administer the Messaging and Collaboration user accounts in the enterprise by effecting user name changes and moves, maintaining group lists, and disabling mailboxes (must adhere to regulatory requirements when needed)
Consult with application developers on issues related to the impact of applications
Coordinate with application developers and project managers to deploy worldwide enterprise solutions/applications (tasks to include but not limited to testing and documentation)
Provide technical expertise to internal IT groups and provide feedback and recommendations to management for service level and environment optimization
Protect the overall security of the messaging environment through the administration of access control lists, security measures and certification of external organizations
Provide training to users, junior technicians and other IT personnel
Excellent written and oral communications skills with a focus on providing quality customer service
Ability to work with minimal direction and manage multiple tasks at the same time
Skills:
outlook, support, Support
Top Skills Details:
outlook, support
Additional Skills & Qualifications:
- Customer service skills
- go-getter personality, ability to adapt to new technologies and ask necessary questions.
Experience Level:
Intermediate Level
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.