Must Have Skills: 2 plus years work related experience required or an equivalent combination of education and experience. Strong understanding of Microsoft products. Ability to communicate effectively and participate as a leader in a team environment.
Education: Bachelor's Degree
Description:
Support Analyst 1
Assist in the implementation and support of systems in a production environment. Track problems according to standards and refers problem to the next level of support if appropriate. May be required to participate in the analysis and evaluation of computer systems and follow standard practices and procedures in analyzing situations or data to determine appropriate response.
1- 2 years of work related experience. Strong communication and customer service skills. Excellent problem resolution and analytical skills. Basic understanding of networking, as well as a strong understanding of Microsoft products. Bachelor's degree in Computer Science (or related field), MCSE, MCDBA or equivalent work experience/training
Support Analyst 2
Participate in the implementation and support of systems in a production environment. Work to solve moderate to highly complex support problems. May develop and maintain information for knowledge base. May also analyze and evaluate computer systems and execute performance analysis.
2 plus years work related experience required or an equivalent combination of education and experience. Strong understanding of Microsoft products. Ability to communicate effectively and participate as a leader in a team environment. Strong problem resolution and analytical skills. Good decision-making and customer service skills. May require specialized knowledge in technical areas. Sound understanding of networking. Bachelor's degree in Computer Science (or related field), MCSE, MCDBA , or equivalent work experience/training.
Scope & SLA
Incident work for Office Communications Server product for Corporate and Microsoft Online customers. Support includes troubleshooting of common Windows Server 2003, 2008, 2008R2 and future server OS issues, following prescriptive TSG’s and escalating when necessary. Incident support also includes client escalations from T2 support, triaging and escalation as needed. Additional OCS based incident work to include migration of users during incidents and restoration of contacts and ACL’s.
Expectations of incident work involve roughly 8-10 trouble tickets per shift with a total of 36-40 per week. Each technician is expected to triage the ticket and take ownership within 5 minutes of receiving an escalation. Triage will be defined as assessing the priority of an incident and either matching it to the severity of the ticket or increasing priority. Escalations to a Tier3 engineer are done based on severity of the ticket and/or time spent on a ticket.
Severity 1/A tickets will receive an immediate call-out within 10 minutes of taking ownership of the ticket.
Severity B tickets will be triaged and escalated to within 30 minutes of the escalation
Severity C/D tickets will be triaged and escalated to on the next business day.
All incident tickets will have an update processed up to a maximum of 48 hours from the last update with updates to be made on a continual basis per severity.
Severity 1/A tickets will need updates every hour to a ticket on current status.
Severity B tickets will need an update within 8 hours of the ticket being cut and then updates every other business day.
Severity C/D tickets will need an update within 24 hours of the ticket being cut and then updates every other business day.
Change work for Office Communications Server product for Corporate and Microsoft Online customers. Changes to include security and product hotfix installation/remediation, scheduled user moves, new customer deployments and other changes required in the environment.
Change work will be documented within a specific change tool. Changes assigned to the technician will need to be started and completed within 10 minutes of the prescribed timeline for the change within the change tool.
All Services shall be treated as Microsoft Confidential Information unless otherwise designated by Microsoft.
(Anticipated contract start date is around mid September: Duration 1 Year)
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