Help Desk Messaging Support Analyst, Level II
Perimeter E-Security - Raleigh, NC

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Helpdesk/Messaging Support Analyst, Level II

The selected candidate will provide Tier-2 support services for Exchange 2003/2007, messaging support . The technician will primarily be tasked with resolving incidents for external and internal clients over the phone in a Call Center environment, and by tickets. Basic troubleshooting for desktop and Microsoft Office is required. You must be able to maintain Metrics, SLA goals, and customer satisfaction goals.

The required knowledge is listed below :
  • Working knowledge and experience supporting email migrations & profile setups for Pop, Imap, Mapi, RCP/HTTPS email setup ups
  • Efficient in using and configuring client side components (Outlook, Outlook express, Mac Mail, Outlook 2011 for Mac, and Mobile Devices, etc.)
  • You will need to be able to walk an Administrator/End-User through a profile set up, and rebuilding profiles using Outlook/Entourage/Mac Mail/Ipad
  • Knowledge of Active Directory and its relationship to Exchange
  • Understanding of SMTP message flow
  • Basic understanding of troubleshooting steps that should take place for connectivity issues relating to email delay, DNS, Inet issues
  • Calendars issues such as conflict messages, resource rooms, delegates setups
  • Being able to browse and create public folders and permission
  • SharePoint experience is a plus
  • Light Hardware experience but not necessary (2+ years of working knowledge of Laptop/PC repair, Printer setups, and removal of virus/spyware is a Plus)
  • Experience with IMAP/POP/MAPI
  • Microsoft certification in Exchange, Windows Server, and/or Active Directory
  • Experience migrating users to Exchange 2003 to 2007-2010
  • Experience with basic network troubleshooting, and DNS is a Plus
  • Vocational Diploma/College Degree or Certifications such as A+, or N+
  • 2+ years experience

A competitive package consisting of a base salary plus full company benefits