Help Desk Technician 2

ManpowerGroup Philippines
21st Floor, Strata 2000 F. Ortigas Road , Ortigas Business Center, Pasig, Metro Manila
Job Summary:
 
The client is an expert provider security solutions. Our Security Services dramatically simplifies how growth-minded companies secure their most important information. Forged from our success as a managed services provider, our Security Services deliver comprehensive network security and email security services that protect critical information simply and cost effectively.
 
As companies struggle with the increasing security requirements placed on their information-intensive businesses, our security solutions simultaneously reduce cost, manage complexity and master all your compliance requirements from a single powerful platform. Guided by a mission to simplify how our customers secure their most important information, we create solutions that enable you to pursue your business ambitions without security worry.
 
Reports To:  Manager of Messaging Support
 
Description/Responsibilities:
  • This person will provide Tier-2 support services for Exchange 2010/2013/Office 365, Exchange messaging support. The Technician will primarily be tasked with resolving incidents for external and internal clients, over the phone in a Call Center environment, and by tickets. Basic troubleshooting for desktop, Microsoft Office and Outlook configurations are required. You must be able to maintain Metric goals, SLA goals, and customer satisfaction goals.
Primary responsibilities include, but are not limited to:
  • Support email migrations & profile setups for POP, IMAP, MAPI, RPC/HTTPS email setups including the secure/non-secure ports.
  • Assist administrator/End-User with profile set up, and rebuilding profiles using multiple MAC & Microsoft mail clients
  • Responsible for calendar issues such as conflict messages, resource rooms, delegates setups
  • Browse and create public folders and permission for internal and external emails.
  • Analyze mail flow, routing and internet headers
  • Provide additional troubleshooting of issues escalated from Tier-1 support
Qualifications:
  • Vocational diploma/college degree
  • Atleast 2 years experience
  • Experience with IMAP/POP/MAPI/OWA/HTTPS – ports that should be used
  • Experience with Exchange 2010– 2013 – Office 365
  • Experience with basic network troubleshooting
  • Experience with DNS troubleshooting
  • Efficient in using and configuring client side components (Outlook, Outlook Express, Mac Mail, Outlook 2011 for Mac, OS X, and Mobile Devices using POP & IMAP.)
  • Knowledge of Active Directory and its relationship to Exchange
  • Understanding of SMTP message flow
  • Basic understanding of troubleshooting steps that should take place for connectivity issues relating to email delays, DNS, Internet issues
  • BIS, BES, EAS
  • Knowledge of any Mobile Device Management Products would a plus
  • Knowledge of Whitelisting, Blacklisting, Spam Scoring
  • Knowledge of PowerShell, Exchange Management Console, and SharePoint experience are a plus

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ManpowerGroup Philippines

ManpowerGroup (NYSE: MAN) has been the world’s workforce expert, creating innovative workforce solutions, for more than 65 years. We connect more than 600,000 men and women to meaningful work across a wide range of skills and industries every day. Through our ManpowerGroup family of brands — Manpower, Experis, Right Management and ManpowerGroup Solutions — we help more than 400,000 clients in 80 countries and territories address their critical talent needs, providing comprehensive solutions to resource, manage and develop talent.
 
ManpowerGroup operates in the Philippines through its wholly owned subsidiary Manpower Outsourcing Services Inc. (MOSI) and its local affiliate, Prime Manpower Resources Development, Inc. (Prime Manpower).

Learn more at :
http://www.manpowergroup.com

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