Summary
The Messaging Administrator is responsible for providing day-to-day operational support for the firm’s Messaging environment. The supported applications of the firm’s Messaging environment, include but are not limited to: Exchange, Outlook (and Addins) , Metadata Scrubbing, Email Hygiene, Intune Mobile Suite (iPhone/Android), Proofpoint and Online Archiving.
Duties and Responsibilities
- Provide support, analysis and remediation for escalated support incidents from firm’s service desk. Enhance Ready For Business (RFB) checks process.
- Liaise with other departs/teams and the Messaging Team (Engineers and Architects)
- Provide troubleshooting support and training to the User Support team
- Monitor Messaging systems to ensure operational availability; document system uptime and usage metrics.
- Review, develop and maintain documentation of knowledge base articles and other support material (Quick Reference Guides (QRG) and Tech Tip emails).
- Perform administrative tasks including: review and monitor of event logs/performance.
- Maintain documentation of processes, procedures, troubleshooting guides and change management logs.
- Escalate problems to vendors, as appropriate and follow up for closure.
- Analyze, plan, test and implement Messaging application software at the direction of management
- Participate in 24×7 on-call support on a rotating basis
- Support utilized technologies and services
- Participate in after business hours operational maintenance activities and deployments, as needed
- Participate in Change Management related activities
- Other duties, as assigned
Qualifications
Education and/or Experience:
Required:
- Bachelor’s degree and/or equivalent combination of education, training and/or experience.
- Minimum 7 years’ experience in a technology support and administration role with 3 years providing Level 2 / Level 3 support
- Proven troubleshooting abilities
- Experience troubleshooting complex enterprise systems, such as email, storage infrastructure, mobility, instant messaging, active directory, email hygiene, or similar
- Proven capability to independently research issues and solve unique problems
- Strong knowledge of Outlook and Exchange Online
- Strong knowledge of Windows 2012, 2016, and 2019
Preferred:
- Knowledge of Microsoft Technologies and service offerings
- Experience in email archiving solutions such as Exchange Online Archiving
- Knowledge of electronic management including document retention, deletion and legal hold policies
- Knowledge of network infrastructure and operations
- Security knowledgeable and aware of risks and threats
Other Skills and Abilities:
The following will also be required of the successful candidate:
- Strong organizational skills
- Strong attention to detail
- Excellent writing and documentations skills
- Good judgment
- Strong interpersonal communication skills
- Strong analytical and problem-solving skills
- Able to work harmoniously and effectively with others
- Able to preserve confidentiality and exercise discretion
- Able to work under pressure
- Able to manage multiple projects with competing deadlines and priorities
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