Support Analyst (Outlook)

Job Description:Location: Charlotte, NC or Irving, TX (onsite 3 days/week)Duration: 12-18 months, with potential extension up to 36 monthsThis team provides tier 2 support for global banking. There are about 350 1st level support members that escalate tickets to this team. Day to day this person will be working in remedy troubleshooting tickets via phone, chat, or email. They close around 300 tickets a day as a team. The majority of tickets that come in are around Microsoft outlook and exchange 2013 ( they do not support O365). The second highest volume of tickets are around sharepoint, skype and the microsoft comm tools. Job Description:We are looking for an experienced Tier 2 Support Specialist to join our global banking support team. This role involves providing technical support and expertise for various collaboration products, managing escalations from 1st level support members, and ensuring the smooth operation of our messaging and collaboration systems.Responsibilities:

Provide technical support for collaboration products: Microsoft Outlook, IM/Communicator, WebEx, SharePoint.

Troubleshoot and resolve tickets via phone, chat, or email.

Manage Messaging and Collaboration user accounts (create, change, disable).

Resolve complex technical issues and act as a Subject Matter Expert (SME).

Consult with application developers on application impact issues.

Coordinate with project managers to deploy worldwide enterprise solutions/applications.

Provide technical expertise to internal IT groups.

Ensure messaging environment security through administration of access control lists and security measures.

Develop and update training and process/procedural documentation.

Provide training to users, junior technicians, and other IT personnel.

Serve as an escalation point for unresolved problems, complaints, and complex service requests.

Provide technical leadership and guidance to less experienced associates.

Manage multiple tasks with minimal direction.

Required Skills:

Proficiency in Microsoft Outlook, Microsoft IM/Communicator, WebEx, SharePoint.

Working knowledge of Active Directory and Microsoft Exchange.

Familiarity with OneDrive and MS Teams.

Strong leadership, communication, and presentation skills.

Ability to apply complex technical principles, concepts, and techniques.

Ability to work independently on multiple phases of various IT projects.

Excellent written and oral communication skills with a focus on quality customer service.

Ability to adapt to new technologies and ask necessary questions.

Additional Skills & Qualifications:

Customer service skills.

Go-getter personality.

Work Environment:

Hybrid work environment, onsite in uptown.

Long-term opportunity with a focus on providing quality support and service.

Pay and BenefitsThe pay range for this position is $25.00 - $40.00/hr.Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)Workplace TypeThis is a hybrid position in Charlotte,NC.Application DeadlineThis position is anticipated to close on Feb 11, 2025.About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.