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Technical Support Specialist

3 months ago

Glenview, United States Medix™ Full time

Position Info - Day to day:

  • Mainly for email support of 0365 email exchange online
  • Expertise in email and exchange online (on prem experience is fine as well - exchange online is the need)
  • Level 2 or 3 support que
  • Anything escalated from level 1 service desk - anything from investigating email, regular mailbox maintenance, etc.
  • They support corporate office and divisions globally sourced in their environment (so 30k+ end users)
  • 9-5 CST hours
  • Some calls they may need to adjust for (remote session or calls vs emails) as people sit globally
  • Addressing tickets and urgencies that come in
  • No on call (try not to have them escalate after hours)
  • They would escalate above them if need be

Ticket tool:

  • They have an inhouse ticketing system and they are transitioning to a new system
  • Volume of tickets varies and typically busiest days are Monday and Tuesday
  • It's a steady state of 20-30 tickets that are escalated (sometimes level 1 needs support in terms of walking through the process)

3-5 Must-Have Skills/Qualifications (what’s the minimum requirement our candidate should have?)

  • 3-5 years of experience total in email exchange support
  • Other O365 experiences is fine
  • General IT background and understanding of email and O365 services support