Blackberry Enteprise Server Engineer
(Location : Kl / Pj / Tpm Cyberjaya )

RESPONSIBILITIES

	Prime Purpose of Position: Provide first and second level technical escalation to GNC staff supporting customers for server and MS Exchange requests and issues. Ensure service level agreements are met and provide a single point of contact for ownership of escalated requests and issue
	Ensure all policies, procedures, and work instructions are followed in the interests of customer satisfaction and contractual obligations in a 24x7 environment. • Customer focus providing consultancy to business clients regarding availability and functionality of services. • Enforce and review GNC process to ensure documentation is current and to provide management escalation for the GNC staff. • Acknowledgement and qualification of NMS alerts (Server) and open cases with the appropriate priority level. • Diagnoses of problems and provide solutions to achieve service restoration
	• Provide second and third level technical support for GNC customer fault escalations. • Escalation as required of cases to internal, management, and third party vendors. • Remote administration of MS exchange servers and email accounts.
	Authority: • Implement customer equipment and configuration change requests as per the customer change management strategy. • Third party vendors where appropriate such as technical escalation or onsite maintenance. • Escalate any issues to  management or external technical resource as deemed appropriate with due attention to the escalation procedure.
	Communication • Customers as required for fault diagnosis and rectification. • Third party vendors such as telcos and vendor assistance centres. • Daily with GNC Team Lead on duty to ensure appropriate technical and management escalations are being followed. • At the commencement and conclusion of each shift with their respective GNC engineers for handover. • Weekly or daily with GNC Manager depending on shift. • Management as required.
	Skills required – mandatory
	• Strong technical knowledge of MS exchange 2003 in a medium – large multiserver environment. • Experience in supporting Blackberry Enterprise Server for Microsoft Exchange. • Technical understanding of LAN/WAN/Server technologies. • Well rounded project management skills with a proven track record. • Vendor management skills and a strong understanding of SLAs. • Strong written and verbal communication skills. • Ability to generate and interpret performance based management reports. • Self starter who works well under pressure with attention to detail.
	Ability to perform remote diagnostics without prior knowledge of the existing configuration or network design
	Skills required – desirable • Understanding of Change Management Methodologies. • Vendor management skills and strong understanding of Service Level Agreements. • Exposure to NetIQ App Manager and WMI. Qualifications, Certification, Experience • Minimum 2 years (preferably more) experience in network support environment (server and MS exchange). • Bachelor’s degree in IT/Business or any equivalent professional degree. • Industry certification with one or more of the following CCNA/MCSA/MCP is preferred.

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