Exchange Helpdesk Support (Programmer/Analyst II)

University of California, Los Angeles (UCLA)
Location: West Los Angeles

Under the direction of the Call Center Supervisor, within the Quality Management and Organizational Performance unit, provide first-level technical support to customers of BOL Enterprise Messaging and related enterprise services including Microsoft Exchange email & calendaring, instant messaging, fax services, handhelds, remote access for IMAP and POP, and archive services. Respond to trouble requests and provide support for E-Mail clients including Microsoft Outlook, Eudora, Thunderbird, and Netscape Communicator. Perform account administration including adding new accounts, resetting passwords, modifying distribution lists. Document, track, and escalate trouble tickets. Consult with UCLA information technology staff and other campus customers to provide customer support. Maintain the EM Global Address List directory including regular updates, additions, and deletions. Produce regular status reports on active and resolved requests. Provide first-level technical support for a wide variety of additional CTS services rendered within the Call Center, as assigned by the Call Center Supervisor. Work in a Call Center environment, processing large call volumes when peak traffic conditions warrant. Support the Customer Relationship Management (CRM) application, including database management, configuration management, and providing consultation and assistance to various levels of CTS clients and staff.
REQUIREMENTS
• Qualified candidates must demonstrate experience providing email and phone support to a large user community.
• Skill in diagnosing and troubleshooting client technical problems, making recommendations and developing efficient and effective solutions.
• Knowledge and understanding of current standards and best practices in technology for Call Center operations.
• Knowledge of Internet mail protocols (SMTP, MIME, MAPI, POP, IMAP, RPC over HTTP).
• Working knowledge of Windows 2000 and 2003 servers.
• Knowledge of TCP/IP and Ethernet networking.
• Expertise with multiple releases of Microsoft Windows Operating System such as Windows NT, Windows XP Windows.
• Knowledge of network security practices, preventative measures, and computer virus protection systems.
• Experience in migration or consolidation of Microsoft Domains and/or Exchange.
• Working knowledge of interactive web technology (HTML, HTTP). • Basic knowledge of Voice-over-IP technology.
• Knowledge of the function and operating principles of MSL-100 software features, Norstar key systems, voicemail, auto attendant, and a range of additional telecommunications equipment and services utilized within the university community. • Basic functional knowledge of wireless, cellular and data technologies.
• Experience supporting Blackberry, Goodlink, and/or Microsoft ActiveSync mobile devices. Basic knowledge of cable television, desktop connectivity, and related telecommunications diagnostic practices.
• Basic working knowledge of UNIX/Linux-based operating systems. • Ability to maintain strict confidentiality of all personal information that may be accessed electronically during the performance of assigned duties.
• Ability to maintain strict confidentiality of all discussions and/or deliberations that concern client end-user personal information.
• Interpersonal skills to establish and maintain cooperative working relationship with peers, supervisors, staff, students, faculty, and the campus community.
• Oral communication and listening skills to communicate with, elicit and comprehend information from technical and non-technical personnel at varying levels of authority.
• Written communication skills to accurately and effectively communicate with customers, vendors and staff while demonstrating quality customer service.
• Ability to lift and move up to 50 pounds in weight. Associates/Bachelors Degree in Computer Science or related field, preferred.
• Ability to work occasional weekends and evenings.

Salary Range: $3,466 - $6,183 p/month. Excellent Benefits. Job # 7849. Send resumes via email to [Click here for email]

AA/EOE