Messaging Engineer​/Information Technologist II at MSU Information Technology

The MSU IT Messaging and Collaboration Team welcomes applications for a Collaboration Technologies Specialist who will help the team continue to provide excellent Collaboration Tools support to MSU IT's 100,000+ IT customers. The MSU IT Messaging and Collaboration team is responsible for providing infrastructure, services, and user support for all MSU core collaboration technologies including Office 365 Exchange, Teams, LISTSERV, Microsoft Active Directory user and group administration, OnPrem Exchange, on-campus email routing services, and SharePoint/One Drive.

This role will report to the MSU IT Messaging and Collaboration Team Manager and will complete customer service requests for new collaboration solutions, provide advanced troubleshooting support to MSU IT customers, and consult with IT staff across the university to optimize the systems and services the team manages. This position's primary goal will be to empower MSU's IT customers to use MSU collaboration tools to successfully serve the missions of the University.

This role will also assist with maintaining MSU’s OnPrem Exchange environment and administering LISTSERV.

This position is a great opportunity for those with current IT customer support experience who want to become more specialized in a systems role with a focus on Microsoft collaboration technologies, Microsoft Exchange Server, and LISTSERV.

The successful candidate will work with MSU IT customers over the phone, MS Teams, Zoom, and via email to assess, troubleshoot, analyze, and document problems and tech needs and then devise a solution that meets or exceeds customer requirements. Customers include MSU faculty/staff/students, MSU community affiliates, and federated IT staff located across campus and throughout Michigan. The candidate in this role will have the opportunity to learn or grow from teammates by mentorship in the areas of Power Shell and Microsoft Graph scripting, Team Dynamix SaaS fulfillment of customer requests, collaboration systems upgrade projects, email security incident handling, cloud services administration, and some Windows and Linux server administration.

This position will be primarily or entirely a remote work position, and the successful candidate will thrive in an environment where Microsoft Teams and other collaboration tools are used to synthesize the mentorship and teambuilding of an in-person work environment while allowing for the independent self-direction of remote work.

Primary responsibilities include:

• Provides exceptional IT customer support by independently working with customers to analyze, identify, and solve challenging technical issues.
• Ensures timely and high-quality resolution of all issues by communicating customer expectations, devising problem scope, troubleshooting, and implementing problem resolutions. Takes responsibility for requests and escalates customer requests to others as appropriate.
• Serves the team as one of the first line reviewers who will triage and route time-sensitive IT collaboration tools request and incident handling to the proper teammates or IT groups.
• Uses patience, empathy, and positive customer service skills to assist and coach customers of diverse backgrounds and skill levels who need help working through technical problems.
• Completes standard & procedural daily ticket requests for shared mailboxes, distribution groups, Microsoft Teams groups, and other standard customer requests.
• Troubleshoots uncommon problems. Communicates clearly with customers to gather and summarize complex customer problem summaries into service request forms, then troubleshoots those to resolution.
• Assesses complex customer requests and works through them with structured and meticulous troubleshooting steps to determine underlying technical or user factors.
• Uses extended logging tools to analyze mail client and mail flow issues, including Power Shell, Microsoft Fiddler, MFCMAPI, Defender for Cloud App Security Logs, procmon, and other tools.
• Uses creative problem-solving to find satisfactory solutions to multifaceted customer requests when no exact product may provide the exact desired outcome, then presents these to the customer.
• De…