System Engineer

Position Title System Engineer
Location: Suitland MD

Job Description Overview
System Engineer

The Tier III Email and Collaboration Engineer provides Tier II and Tier III support focused on Advanced Microsoft Exchange Troubleshooting Email and collaboration issue resolution root cause analysis for interfacing with Identity Mgmt systems powershell scripting Microsoft Teams and Microsoft Streams. Applies new solutions through research and collaboration with team and determines course of action for new application initiatives. Implements new software solutions as required by the business.

The messaging and collaboration requirements are highlighted in the Job Role & Responsibilities and the specific focus areas are bolded.

Advanced knowledge in the following areas:

• Microsoft Exchange
• Office 365
• Microsoft Exchange Cloud Integration to AWS & Azure
• Primary Tier III support person for after hours and oncall maintenance related to Email Chat etc
• PowerShell scripting
• Microsoft Teams & Streams
• Ability to interface with Active Directory teams

Job Role & Responsibilities

The Contractor shall be responsible for the competency areas identified below:

Messaging and Collaboration

• Install configure test maintain and monitor the enterprise mail system a cloudbased solution.
• Administer (create modify and remove) email accounts groups and passwords.
• Administer (create modify and remove) collaborative/groupware accounts groups and passwords.
• Administer (create modify and remove) conference bridge lines and passwords.
• Identify diagnose and resolve problems with email calendaring collaborative/groupware applications and conference bridge lines using available tools ongoing as needed.
• Plan document coordinate and implement technical training activities for email and collaborative/groupware services.
• Conduct refreaher training for email and collaborative/groupware services as directed by the COR.
• Resolve incident and task order problem tickets as needed in accordance to applicable delivery standards.
• Create and maintain proper configuration management as it pertains to core mobile services.
  • Standard Operating Procedures (SOPs)
  • Configuration Documentation
  • Policy Documentation
  • Training and Frequently Asked Questions (FAQ) Documentation
  • Email Documentation and Diagrams
• Perform daily health checks and monitor performance of email system.
• Provide weekly performance metrics of email system.
• Research and provide evidence for data calls.
• Submit change request documentation to address enterprise configuration changes for the email and collaborative/groupware environment.
• Provide Tier II and Tier III support for other support areas as it pertains to email and collaborative/groupware services.
• Leverage designated support for product service and maintenance (Premier Support) of email provider to troubleshoot and resolve complex technical issues and plan for system confiquiration changes and upgrades.
• Participate in after hours upgrades troubleshooting and oncall availability as directed by COR.

Qualifications:

• Bachelors degree or equivalent work experience;
• Excellent customer service and verbal and written communication skills;
• Ability to communicate technical information to both technical and nontechnical personnel;
• Exceptional analytical and problemsolving skills;
• Ability to handle multiple user requests and prioritize work assignments;
• Must be detailoriented;
• Minimum of 4 years experience managing Microsoft Office365 Exchange and Windows Server operating systems;
• Minimum of 13 years experience managing cloud collaboration tools specifically Microsoft Office 365 specifically experience with Exchange administration;
• Exposure to VMware;
• Ability to analyze data to assist team in solving complex user and system access issues;
• Public Trust Clearance (or ability to attain it).