Enterprise Services Support Specialist

Job Title: Enterprise Services Support Specialist
Job ID: 82262
Location: New York, New York


Overview:
As part of the Enterprise Services Team, the Enterprise Support Specialists work with clients in support of our services. The Enterprise Support Specialists provide leading industry support, guidance, account management, and best practices for our Enterprise Clients. This team is available 24x7 to work with clients globally. The primary function of the Enterprise Support Specialist is to troubleshoot services and use creative problem-solving to resolve client issues of our most strategic and demanding accounts and to ensure the success of the client. Working collaboratively as part of the Enterprise Services Team, the Support Specialists will assist in the mentoring of internal resources and championing Support’s requirements throughout the development cycle of product releases.


What you will be doing:

• Responsible for the support of our product suite, including third-party services.

• Provide world-class service and support for our platforms and resolve all enterprise and tiered client inquiries with urgency.

• Build strong relationships with clients, partners, and other teams.

• Ensure client deadlines are met in an efficient and professional manner. Provides regular updates if there are roadblocks to achieving set deadlines.

• Support for clients with an unlimited number of users and the highest complexity.

• Validate that data and message flow meet compliance requirements.

• Ensure errors or omissions in support documentation or wiki articles are addressed.

• Perform peer reviews to ensure quality and accuracy.

• Manage high-profile client relationships independently while providing guidance to internal business stakeholders.

• Establish connectivity to, and appropriate archiving from mixed, multi-clustered email server environment

• Set up archiving for services requiring our software deployed in client environments.

• Configure SAML authentication and single sign-on integration as well as directory sync services for enterprise clients.

• Manage multi-tenant setups with a variety of technical and non-technical contacts.

• Attend sprint demos to champion client and support interests to the product management team.

• Review standard release and emergency fix deployment plans and communicate any perceived risks.

• Ensure product updates are cascaded into the team’s knowledge base and client-facing documentation.

• Work with our Development and Escalations teams to resolve client issues and collaborate internally to effectively support the organization.

• Ensure proper Jira creation for escalation and the various teams.

• Troubleshooting with clients and teams to effectively resolve reported issues and requests.

• Sales Force Dashboard Monitoring, reporting, and escalation. Take ownership of cases and work towards resolution with urgency.

• Assist other Support members and departments with client escalations.

What you must have:

• Post-secondary education (a minimum of an undergraduate degree is preferred).

• 5+ years of technical, enterprise systems administration experience.

• Minimum 2 years of SaaS implementation experience, which must include experience in a client-facing role.

• Adaptability to work with multiple teams on projects with varying degrees of flexibility/rigidity at different points in the development cycle.

• Ability to understand technical as well as business requirements and accurately capture technical notes.

• Demonstrates a history of being able to work effectively with groups at different levels of technical and process experience.

• Strong written, verbal, and interpersonal communication skills, with outstanding telephone and email etiquette.

• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Project, and Visio)

• Strong analytical and problem-solving skills with significant attention to the smallest details.

• Strong understanding of domains, networking principles, message flow, email protocols, and DNS.

• Advanced knowledge of networking fundamentals (AD, ADFS, TCP/IP, DNS, DHCP, VPN, LDAP, SSO).

• Microsoft Exchange, Office365, Google G Suite, and/or Domino Server experience, particularly around journaling, is required.

• Proficiency with MS Windows Server/workstations and command line interface.

• Cisco IronPort experience, particularly around disclaimer engines and egress filtering, is an asset.

• Ability to create and run Excel Macros, create and run scripts to automate tasks, SQL knowledge, and the ability to create and run SQL scripts are preferred.

• Basic scripting (PowerShell, Perl, VBScript, etc.), MCSE, MCITP, CCNA, PMP, and other industry certifications are desirable.

• Familiarity with Salesforce and Confluence WIKI, including the use of trouble tickets and support information systems, is required.

Other Information:
Working conditions

• Enterprise Support Coverage is needed 24x7, leveraging a follow-the-sun model. Specialists are required to work professional workdays, meaning weekend and off-hours availability for scheduled activities, urgent client requests, and ad hoc escalations are required. Flexibility will be provided if weekend and off-hours coverage is required.

Salary/Rate Range: $90,000 - $150,000 USD


Thank you for your interest in this opportunity. If you are selected to move forward in the process, we will contact you directly. If you do not hear from us, we encourage you to continue visiting our website for other roles that may be a good fit.


For more information about TEEMA and to consider other career opportunities, please visit our website at www.teemagroup.com