Technical Support T1

BitTitan is seeking a Technical Support Technician for our Global Technical Support Team. Are you motivated to help customers troubleshoot and solve migration projects? Do you have experience as an Office 365 Administrator? Do you possess the skills to deliver top-level software technical support to a diverse customer base? If you do, then IDERA wants you on our team! Our Technical Support Team works with customers worldwide to support customers with the suite of MigrationWiz products. We are looking for candidates that can communicate with our customers and troubleshoot issues that may come up while using our software to migrate email and data from a wide range of Sources and Destinations. These Technicians are responsible for quickly triaging, responding, and guiding the customer to help them move forward in their migration projects. They operate in a fast-paced ever evolving environment all while providing industry best customer service on a consistent basis. Responsibilities: - Act as a prime responder, generating ticketing system email support, remote support as well as outbound phone support to resolve customer issues and maintain customer satisfaction - Contribute to the achievement of internal and external SLA’s and customer satisfaction - Identify and resolve issues as related to data (email, document, contacts, and calendar) migration - Document policies and procedures into a knowledge base environment - Seek feedback and facilitate discussion for making decisions, changes, or refinements Requirements: - Two years in IT support related field or minimum two years' experience in system (Messaging) administration preferred - 2+ years of relevant experience (must have messaging/email experience to be considered) - Expert knowledge of email/networking protocols such as SMTP, EWS, NRPC, IMAP, DNS, and RFCs - Knowledge of email/collaboration platforms such as Office 365, Exchange, G-suite, GroupWise, Zimbra, etc. - Solid track record of troubleshooting and resolving complex technical issues - Experience implementing troubleshooting or debugging tools - Excellent customer service skills including both written and verbal English language skills. - Respects confidentiality of all information related to customers' Personally identifiable information (PII) Nice to Have - Big Plus: - Experience with Exchange Administration (or any other email/collaboration platform) - Experience using PowerShell for automation, implementation, and data extraction Microsoft Exchange, Google, OneDrive for Business, SharePoint - Experience with Exchange hybrid Migration, SharePoint server/Online migration, Google WorkSpace, etc. - Ability to pro-actively identify ways to enhance or improve programs, processes, and systems - Knowledge of Directory services (DirSync, AADSync, Active Directory/domains) - Microsoft technical certifications, including the MCSE, MCSA, and prior MCITP certifications with Exchange emphasis