Skills: MS Exchange Administration, Ticketing Systems, SLA Management, Root Cause Analysis, Problem-Solving Methodologies, Microsoft Certified: Messaging Administrator Associate, Microsoft Certified: Azure Administrator Associate
Job Summary
The MS Exchange Administrator plays a crucial role in ensuring seamless operations within the Support & Operations team. This position is responsible for independently resolving technical tickets, providing on-call support, and conducting root cause analysis, all aimed at enhancing customer satisfaction and operational efficiency.
Key Responsibilities
1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Ms Exchange Support And Operations, Ensuring Compliance With Company Policies.
2. Provide On-Call Support For Escalated Issues By Diagnosing And Resolving Complex Problems Related To Ms Exchange, Facilitating Timely And Effective Solutions.
3. Conduct Root Cause Analysis On Recurring Issues Within Ms Exchange To Identify Trends And Implement Preventative Measures, Enhancing Overall System Reliability.
4.
Independently Resolve Technical Tickets Within Agreed Service Level Agreements (Slas) By Utilizing Ms Exchange Tools And Methodologies To Ensure Prompt And Efficient Service Delivery.
5. Enhance Customer Experience And Csat Through Effective First Call Resolution Strategies, Minimizing Rejected Resolutions And Reducing Case Reopens.
6. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base On Ms Exchange, Ensuring That Documentation Is Current And Accessible For Team Members.
7. Provide Training And Coaching To New Analysts, Fostering A Collaborative Setting That Encourages Skill Development And Knowledge Sharing Within The Team.
Skill Requirements
1. Proficiency In Ms Exchange Administration And Support.
2. Solid Understanding Of Ticketing Systems And Sla Management.
3. Familiarity With Root Cause Analysis Techniques And Problem-Solving Methodologies.
4. Excellent Communication Skills For Customer Interaction And Knowledge Transfer.
Other Requirements
1. Optional But Valuable Certifications: Microsoft Certified: Messaging Administrator Associate, Microsoft Certified: Azure Administrator Associate