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Sr. Exchange Administator in Trinity, NC at APEX Systems

Date Posted: 2/14/2018

Job Snapshot

Job Description

Job #:  819163

Responsibilities include O365 & Exchange administration, initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. The Sr. Global Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed.

 

Essential Duties, Responsibilities, and Key Results Area:

  • Office 365 & Exchange administration. SCCM and SharePoint administration.
  • Addresses and resolves incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
  • Uses the appropriate categories for logging incidents and requests.
  • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
  • Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
  • Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.
  • Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
  • Provides after hours and on-call support as needed.

Qualifications:

  • O365 & Exchange administration. SCCM and SharePoint administration a plus.
  • Minimum of three to four years work experience in similar role.
  • Demonstrated ability to learn customer support processes and techniques.
  • Prior experience supporting customers in use of application software.
  • Proficiency in using support software tools.
  • Bachelor's degree preferred.

 

 

 

 

 

 

 

 

EEO Employer

Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystemsinc.com or 844-463-6178.