Junior Third Line Analyst - Messaging

Supporting customers’ messaging and collaboration environments remotely from Cape Town.
Incident investigation and resolution in accordance with agreed SLAs and working within the ITIL framework.
Pro-active monitoring using, amongst others, automated tools/reports where available.
Project work for new deployments/migrations/upgrades as required.
Root-cause analysis for complex issues as per the problem management process.
Out-of-hours standby based on a 4-5 week rotation.
Ad-hoc out of hours work as required for change requests and project work.
Creating new and reviewing existing documentation on a regular basis.
Assess supported customer environments with a view to suggesting initiatives that could serve to improve the levels of support and service we provide as a team.
Mentoring and assisting team members on a regular basis.
Identifying knowledge gaps and sharing your knowledge and experiences with your colleagues.
Identify opportunities for improvement and streamline existing processes.
Excellent verbal and written (English) communication skills.
Build good relationships with our customers, Service Managers, Delivery Leadership and your colleagues.
Need someone that can maintain a good sense of humour under extreme pressure situations.

Essential Knowledge/Skills

4-5 years’ experience in the following areas:
Implementing and supporting Microsoft Exchange 2013, 2016 and Office365 (Exchange Online & Sharepoint Online).
Implementing and supporting Microsoft Teams.
Implementing and supporting Veritas Enterprise Vault archiving & journaling.
Knowledge and experience in eDiscovery.
Knowledge and experience in Modern Device Management (MDM) using Intune as a management tool to create & support policies of these devices.
Knowledge and experience using Powershell.
Awareness and working knowledge of email security and hygiene products like Symantec Mail Security for Exchange, Hybrid systems and Mimecast.
A very good understanding of Microsoft Active Directory (AD) and Certificate Management.

Desirable Knowledge/Skills
Implementing and supporting Exchange 2019, Azure Information Protection (AIP), Azure Active Directory (AAD) & Network Load Balancing.
Experienced using litigation technologies and data hosting, as well as knowledge of the General Data Protection Regulation (GDPR) or Protection of Personal Information Act (POPIA).

Essential Qualifications
Microsoft 365 Certified: Messaging Administrator Associate or Teams Administrator Associate or Microsoft certifications relating to Exchange Server 2010 / 2013 / 2016.

Desirable Qualifications
Microsoft 365 Certified: Teamwork Administrator Associate or other certification relating to Sharepoint, Mimecast or Enterprise Vault.