Real Time Messaging Support - Randstad USA

Charlotte, NC 28244

About the Job

job summary:

Position Summary:

The Collaboration Operations Support Analyst is responsible for the support of Unified Communications collaboration environment. This role acts as application analyst and will be responsible for the day-to-day operations of the environment, critical client escalations and responsible for all production changes and infrastructure deployments.

Job Responsibilities:

* Executes processes in support of the IT infrastructure and resources required to plan for, develop, deliver, and support IT services and products to meet the needs of a business within required SLAs

* Prepares for new or changed services, management of the change process and the maintenance of regulatory, legal, and professional standards

* Manage and support infrastructure applications and related data repositories on a day-to-day basis

* Monitor, measure, report and review current performance of application services and ensure availability and capacity meet business demand

* Apply applicable information security procedures to maintain compliance across infrastructure applications.

* Manages the performance of systems and services in terms of their contribution to business performance and their financial costs and sustainability

* Supports the development of continual service improvement plans to ensure the IT infrastructure adequately supports business needs

* Facilitates the resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritization, and initiation of action. Documentation of root causes and implementation of remedies to prevent future incidents.

* Installs, configures, and troubleshoots Application(s) used to support IT Services

* Acts as third level resources for Collaboration application(s)

* Collaborates effectively with their Architecture/Engineering peers for new initiative solution planning, testing/validation, complex troubleshooting, and problem resolution

* On-Call support responsibilities (coverage nights & weekends)

Required Skills:

* 2 to 4+ years' experience with Microsoft Lync/Skype/Teams (IM, Online-Meeting w/content sharing, Persistent Chat Rooms, Mobile IM, B2B Federation, P2P Audio/Video, Audio conferencing & Softphone/Enterprise Voice)

* Cisco UC Suite (Teams, Jabber, Jabber EV, WebEx)

* 2+ years Microsoft PowerShell and scripting technologies

* Experience with monitoring technologies (Splunk, SCOM, SiteScope)

* Solid understanding of Active Directory, Server, Database (SQL); and networking & voice technologies

* Solid understanding of Linux server, networking, and storage technologies

* Experience with virtual platforms (client and server) and Microsoft Office products

* Capable of working effectively under a high pressure and demanding work environment

* Proven experience in problem identification, troubleshooting and resolution

* Excellent written and verbal communication skills

* Ability to effectively interface with key software/hardware partners such as Microsoft, Cisco, Smarsh, Mattermost, Integrated Research, and Red Hat

* Experience with the incident, change & problem management disciplines; and knowledge of the Remedy ITSM application toolset

Desired Skills:

* Telephony and network experience

* ITIL Certification and in depth understanding of ITIL principles, functions and processes is a plus
location: Charlotte, North Carolina
job type: Contract
salary: $66.00 - 68.50 per hour
work hours: 8am to 4pm
education: Bachelors

responsibilities: