Expert Exchange and Skype for Business Engineer

Job description

·  Job Description:

Position Summary

·  This role will be responsible for the day to day support of Collaboration Suit (Exchange / Skype for Business) within the client environment, performing troubleshooting and resolving incidents.
·  Work with 3rd party vendors, subcontractors and support teams to effectively support the environment and achieve SLAs.
·  Maintain service availability in excess of 99.5%
·  Create and maintain relevant server support documentation.
·  Provide input into change control, project planning and BC/DR activities.
·  Perform general Exchange & Skype for Business support duties and schedule maintenance tasks as required.
·  Adhere to change control – create and implement changes as required to maintain the environment and ensure stability of the Exchange Server cluster and Skype for Business roles/services.
·  Assist with projects as required. Some project may require after hour work.

Key responsibilities include:

·  Support (Identify, troubleshoot and resolve incidents) all Microsoft Exchange / Skype servers:
·  Identify, troubleshoot and resolve the cause of server issues & service interruptions
·  Identify, troubleshoot and resolve driver incompatibilities and issues
·  Identify, troubleshoot and resolve performance issues
·  Identify, troubleshoot and resolve service failures
·  Identify, troubleshoot and escalate hardware failures
·  Identify, troubleshoot and resolve configuration issues
·  Identify, troubleshoot and resolve clustering and high availability issues
·  Support (Identify, troubleshoot and resolve incidents) Exchange / Skype services such as:
·  OWA & OAB, Office Online – including upgrades and migrations
·  DAG / Windows clustering
·  Spam check, blacklist/delist, AV
·  Mailbox DB maintenance and benchmarking / BPA
·  IIS and IIS configurations
·  Support (Identify, troubleshoot and resolve incidents) related to Collaboration Suit service and tooling integration
·  Provide support and work with 3rd party vendors, subcontractors and support teams in order to achieve SLAs.
·  Create and Maintain relevant documentation
·  Coordinate activities of subcontractors and 3rd party vendors as required.
·  Ensure all projects and activities are executed to a high standard and within required timelines
·  Performing reasonable requests from management as required to effectively support the assigned client.

Technical Knowlege Requirements

·  Thorough knowledge of Disaster Recovery Solutions using VEEAM, VMware SRM and other Orchestration layers
·  Proven ability to maintain Service availability to excess of 99.5%
·  Thorough knowledge of HTTP, SMTP, IMAP, POP3, ActiveSync protocols
·  Thorough knowledge of Exchange and Skype for Business solutions, including troubleshooting and reporting
·  Thorough knowledge of the Windows concepts, Domains, Active Directory and its concepts, and the interaction between hardware, operating systems, network, data center, and application software.
·  Thorough knowledge of Microsoft Exchange Server shell and relevant automation and scripting
·  Thorough knowledge of security principles applicable to Microsoft Exchange & Skype servers’ environments
·  Thorough knowledge of network protocols and network services.
·  Thorough knowledge DNS service and records.

MINIMUM Qualifications and Education Requirements

·  Bachelor’s Degree in Computer Science, Information Systems, or equivalent.
·  MCSE Messaging
·  Additional Microsoft Certifications a bonus
·  ITIL Foundation Certificate v3 a bonus

EXPERIENCE REQUIREMENTS – expert Level

·  8+ years of overall experience Microsoft Exchange/Skype Server support within environments with DAG cluster and standalone, segregated roles - 1000 users/accounts.
·  Be able to understand and create complex scripts (PowerShell, VBS, Python)
·  Expert level of Exchange PowerShell command line
·  Excellent troubleshooting skills
·  Ability to accurately perform RCA on resolved incidents and problems and provide best practice permanent solution to avoid recurrences.
·  Be able to successfully demonstrate proficiency in at least 95% of Technical knowledge requirements and be able to perform 100% of Key responsibilities.
·  Ability to increase proficiency to 100% within 12 months without any assistance.
·  Ability to mentor Junior team members.
·  Accountable for resolution of all critical incidents within 4-hour SLA.
·  Ability to work afterhours during critical incidents or time sensitive projects.