Junior Third Line Analyst

2 weeks ago

Northern Suburbs, South Africa Computacenter Full time

Messaging support analyst specialising in messaging and collaboration technologies, supporting contracted Computacenter customers.
- Supporting Computacenter's 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.
- 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.

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