System Administrator

Ask IT consulting; Redmond (WA); On-site; USD 70,000 - 100,000; Full time

Job summary

Ask IT Consulting Inc. is seeking a hands-on mentor for Support Engineers in Redmond, WA. The role focuses on coaching, case reviews, and guiding new hires through ramp-up to improve incident response and client satisfaction.

You will partner with TM’s to manage backlogs, reduce idle cases, and ensure top issues are identified and addressed promptly, while adapting communication for executive-level customers.

Qualifications

• 2+ years enterprise-level technical troubleshooting experience.
• Ability to adjust behavior and communication style for diverse individuals.
• Ability to make timely, practical, and cost-effective decisions and influence others.
• Ability to structure and interpret solutions to complex problems and provide coaching guidance.
• Experience coaching technology teams and managing case backlogs and escalations.

Responsibilities

• Build technical skills of Support Engineers by mentoring.
• Conduct case review meetings at least weekly.
• Oversee New Hire training and ramp up.
• Partner with Technical Managers to maintain backlogs and idle cases.
• Educate on processes related to escalations, bugs, knowledge bases, and case documentation.
• Identify top issues and communicate to sources for resolution.

Skills

Networking concepts

Enterprise troubleshooting

Coaching & mentoring

Communication with executives

Escalation handling

Tools

Office 365

Exchange Server

ActiveSync/MRM

Job description

Ask IT Consulting Inc. visualizes itself as a leader in IT services and staffing in coming years. With strong dedication and commitment of our employees, we would surpass all our competitors establishing the wider channel of media marketing building a better connection with clients.

Job Description

General Responsibilities

• Build technical skills of Support Engineers by providing technical and Engineer mentoring.
• Conduct case review meetings at least once a week
• New Hire Ramp Up: Oversee New-Hire training and ramp up
• Partner with TM’s to maintain healthy backlogs and idle cases
• Business Process Education: Guide Support Engineer’s on processes related to escalations, bugs, Knowledge Bases, Solution Object’s, case documentation, call transfer, etc.
• Responsible for making sure top five to ten (5-10) issues are identified and communicated to the appropriate sources.
• Manage idle cases to target.
• Consistent hands-on case wellness, recovery, and action planning with Senior Technicians, and Support Engineers.
• Reduce number of repeat callers; measured by the calls handled to new case created by setting up follow up commitments and maintaining case ownership.

Customer Service/Technical Skills

• 2+ years prior experience in technical troubleshooting (preferably at the Enterprise level)
• Ability to adjust his/her behavior and communication style to accommodate working styles and perspectives of diverse individuals.
• Ability to make timely, practical, and cost-effective decisions, and influence others to do so as well.
• Ability to accurately structure and interpret solutions to complex problems through basic information and draw informed conclusions.
• Ability to facilitate the development efforts of our technology teams through ongoing coaching and development both off line and in the moment keeping track of behavioral trends and providing feedback to team managers for accountability.
• Implement architectural improvements submitted by Microsoft immediately to increase performance and calibration
• Ability to effectively coach and reinforce team and individual goals, holding team members accountable for implementing coaching, and providing feedback to team supervisors for additional development.
• Ability to interact with Executive level customers both internally and externally in a professional, objective manner.
• Ability to be flexible to the needs of the customers and company by handling projects/tasks not specifically defined in the job description.
• from case reviews (i.e. quality and re-open case reviews)

PREFERRED CERTIFICATION REQUIREMENTS AFTER HIRE

• All Technical queues will have:
• Preferred at hire
• Latest available certification in the technology supported
• Exam 70-346: Managing Office 365 Identities and Requirements
• Exam 70-347: Enabling Office 365 Services Note – Certification exams keep getting updated / refreshed. The above list will be reviewed every 6 months and changes will be made as appropriate.

PREFERRED IT COMPETENCIES

Knowledge & Skills reqd -

• Overall understanding of Networking concepts, DNS, Routing, DHCP, Firewall, load balancers and other networking hardware’s.
• Basic Understanding of Windows Server 2008\2012
• Experience or Knowledge of On premise Exchange 2007/2010/2013/2015
• Experience or Knowledge on auto discover / Outlook connectivity / OWA / ActiveSync / MRM / Public folders / EWS / Free-Busy / Mail routing / SMTP relay / Recipient configuration / e-discovery/Discovery search Preferred
• Exceptional interpersonal and communication skills – both written and verbal. Good command of (target) language for professional level communication with the customers

Additional Information

Thanks and Regards,