Job Type: Contract
Country: United States
City: Charlotte
State: North Carolina
Compensation Based on Experience
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Snr Exchange Escalations Engineer - Tier 3 Support

Job Description: Exchange Engineer
Length: 3 year contract with possibility of becoming full-time
Acts as the final response (3rd tier) for technical support. Provides support primarily for enterprise customers who are running Exchange servers in the business. Response is provided through the telephone and some email. They will be responsible for owning cases from start to finish through troubleshooting, research and issue resolution.

Responsibilities:
Ø Communicate with corporate customers via telephone, written correspondence, or electronic service regarding technically complex issues with software products, and manage relationships with those customers. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.
Ø Demonstrated leadership skills and strong communication and interpersonal skills
Ø Staff a phone queue to take incoming Critical Situations from customers, as well as escalated front-line issues.
Ø Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product lines.
Ø Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.
Ø Acquire & coordinate resources from other groups as needed to resolve customer issues.
Ø Work directly with the Development teams to obtain product design information or isolate both bug and non-bug related issues.
Ø Manage hot site issues by setting customer expectations, devising action plans, being available 24x7 including on-call rotations and professionally communicating to all parties involved.
Ø Available to travel to a customer’s site under short notice and work remotely
Ø Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
Ø May act as technical focal point in cooperative relationships with other companies.
Ø Create technical content including Knowledge Base articles, whitepapers, training documents, Blogs, etc.
Ø Develop and deliver technical training to other engineers.
Daily:
Will be responsible for managing 3-4 open cases at a given time. Will be on the phone half of the day and the other half will be troubleshooting and re-creating issues for resolution
Basic Qualifications
Minimum of five years’ experience deploying and administrating Exchange Server (2003 and/or 2007).
Advanced proficiency in Exchange Server (2003 and/or 2007) in addition to other networking products and networking operating systems (Windows 2003, 2008, etc.).

Preferred Qualifications
-Four year degree in C.S. or E.E. and a minimum of five years product support or the equivalent in work experience.
-Strong customer service skills, communication skills & accurate/logical problem solving
-MCSE Messaging and/or MCITP Enterprise Messaging Administrator (or within 1 year of employment)
-Experience in creating technical documentation.
-The ability to share knowledge with others through training delivery and/or mentoring.
-Knowledge of Lotus Notes/Domino administration a plus.

Email claire.hardesty@catalytic.com if interested!