Exchange Admin/Desktop Support - (US-NY-New York)

Exchange Admin/Desktop Support - (US-NY-New York)

Minimum Education: Bachelors
Job Type: Full Time
Jobcode: SNRJA4

The Senior Support Analyst role is responsible for managing the firms Help desk as well as developing strategies, implementing solutions and providing operational support for the firm’s messaging infrastructure. The individual is responsible for day to day logging, tracking, coordinating and resolution of customer reported problems or concerns. The individual must also possess a broad range of technical skills to effectively research, design, test, implement and support enterprise-class messaging services.

Essential Job Functions
· Maintain an existing Exchange 2007 system and Blackberry Enterprise server
· Address Enterprise Messaging server related issues such as Troubleshooting, Disaster Recovery, Routing & Transport problems, Messaging Performance and Migration Planning.
· In addition to support and maintenance this individual will participate in evaluating, designing and deploying new technologies as part of the messaging systems, to include, but not limited to Exchange 2010.
· Lead an effort to design, implement, and support an email archive solution such as Symantec Enterprise Vault.
· Provides direction, guidance and planning for the service desk system
· Coordinates the flow of incident activity and ticket queue management
· 75/25% split between support and management (75% support and 25% managing the process and supervising other technicians)
· Maintains and improves all Service Levels
· Documents all Helpdesk processes and troubleshooting
· Defines standard Desktop Support operating procedures
· Responds to all customer problems and inquiries
· Accountable for call details and complete ticket (incident) creation into the tracking system
· Accountable for proper call categorization and routing (escalation routing as required)
· Accountable for resolution of known, documented and single step requests
· Accountable for incident closure and any follow-up contact between IT team and the end user
· Maintain inventory of computer, networking and all other IT related equipment

Requirements
· Knowledge of ITIL and service management processes

· Strong working knowledge of Microsoft Exchange 2007/2010 in addition to supporting messaging technologies such as Spam, Antivirus, TLS, SMTP, DNS and Blackberry

· Understanding of infrastructure elements such as Active Directory, WAN, Windows 2003/2008 Server, TCP/IP, VMware and SAN technology

· Familiarity with iPad and Android devices and their application in a corporate environment

· Knowledge of software deployment and patch management automation tools such as Altiris, Microsoft SCCM, Patchlink

· Strong interpersonal and communication skills

· Ability to provide technical support over the phone, professional demeanor, previous customer service experience strongly desired

· Self-starter, highly organized and detail oriented

· Ability to work responsibly with or without direct supervision and meet deadlines

· Understand and remain current on industry mobile devices, technologies, and trends

Experience Required

5-10 years of Exchange Administration/desktop support experience, with at least 1 year of management experience

Email resume in Word to TheBigGameHunter@cisny.com. Please include the job code for the position with your resume.

NO RELOCATION. NO VISA TRANSFERS. NO OVERSEAS RESUMES. NO 3RD PARTIES.

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