POSITION TITLE:     EMAIL SYSTEMS ENGINEER

SUMMARY

Provides routine management and administration for the enterprise email system based on Lotus Notes/Domino, Sametime, Blackberry Enterprise Server, and Sendmail.  Monitors and responds to email system degradation and failure, including after-hours on-call support.  Researches and performs system upgrades and new technologies as needed.  Provides third-level support for the Help Desk and the Desktop Systems Team to help resolve end user issues.  When required, provides desk-side assistance/troubleshooting at users' office location.

DUTIES AND RESPONSIBILITIES

1.      Email System Management:

a.       Monitors email system health of Domino servers, Sametime, GSX monitoring system, Sendmail, MimeSweeper, and Blackberry Enterprise Servers.

b.      Performs corrective actions when systems fail or system performance becomes degraded.

c.       Analyzes failures for patterns and develops corrective actions to prevent future failures.

2.      On-Call Support:

a.       Provides after-hours on-call support for a maximum of one week out of every five weeks.

b.      Responds to system failures using remote access tools at any time while on-call.

3.      Customer Service:

a.       Must learn to think of the customer as the most important part of the job.

b.      Involves dealing with and/or responding positively to complaints, problems, and sometimes negative and emotional behavior from customers.

c.       Promote a professional customer support image.

d.      Trains end users on Blackberry and Lotus Notes usage.

4.      Work well with other Information Technology Groups:

a.       Interact with Help Desk, Desktop Systems Team, Network Operations Center, Information System Security Officers, Systems Engineers, Computer Security, and other IT groups.

5.      Communication:

a.       Keep peers and supervision informed of trends, significant problems, unexpected delays and anything new in the environment.

b.      Keep customers informed of progress on processing requests.

c.       Clearly explain processes and technologies to customers.  Listen to and understand customer questions and feedback.

REQUIRED QUALIFICATIONS

Education:

BS degree in Software Engineering, Computer Science, or related field, or equivalent combination of education and experience, or have completed an IBM Certified Systems Administrator Lotus Notes and Domino or Certified Lotus Professional in System Administration.

Experience/Skills:

Must have 3-5 years work experience in an enterprise email infrastructure with an emphasis on Lotus Notes/Domino.  Candidate must demonstrate knowledge and abilities in the following:

1.      Focus – The ability to remain focused on what is important to the business despite distractions.

2.      Problem Solving – The ability to identify and resolve problems quickly and effectively.  Understands entire process from logging to informing customer solution is in place; knows when to escalate; implements solutions not fixes.

3.      Proactive Thinking – The ability to take initiative to make improvements.  Anticipate customer needs; looks for ways to make things better for the customer, and/or eliminate recurring problems.

4.      Communication – Speaks clearly and persuasively in positive or negative situations.  Listens and gets clarification of requests.  Responds well to questions.  Ability to interact and communicate clearly in English with people over the telephone, often in stressful situations.  Writes clearly and informatively.  Edits work for spelling and grammar.

5.      Customer Skills – The ability to interact with customers in a polite and professional manner.  Regards customers as most important part of job; respectful of customers, and manages difficult or emotional customer situations.  Responds promptly to customer needs and requests for service and assistance.

6.      Professionalism – Uses time efficiently.  Approaches others in a tactful manner.  Treats others with respect and consideration regardless of their status or position.  Accepts responsibility for own actions.

7.      Teamwork – Contributes skills and capabilities to achieve the team’s goals.  Is receptive to new ideas, builds strong working relationships, and values diversity.  Encourages and gives credit to others for their contributions and puts the attainment of team goals ahead of individual objectives.  Ability to help other team members and make self available to STR/Alt STR and others.

8.      Flexibility – Performs a wide range of tasks, responding to changes in direction and priorities.  Accepts new challenges, responsibilities, and assignments.  Works outside of ordinary routine.  Views problems or business situations from both own as well as another’s perspective.  Adjusts to multiple demands and satisfying priorities.  Utilizes new and unique methods to resolve issues.  Possesses versatility demonstrated through performance and/or some experience in multiple skill sets.

9.      Team/Company Fit – Absolutely always on time; enjoys working in a very casual environment in terms of relationships and communication; willing to work overtime; doesn’t need any hand holding.

10.  Technical – The ability to learn technical product information quickly and accurately.

Physical Demands:

While performing the duties of this job, the employee is occasionally required to sit; use hands to finger, handle, feel objects, and type on keyboard; reach with hands and arms; talk and hear.  Employee must be able to drive a site vehicle and/or walk to various end-user locations on site.  Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

While performing the duties of this job, the employee will have an assigned cubical exposed to normal noise level in the work environment.  Employee may be required to drive a site vehicle to end-user locations.  While these are typically office environments, some of which may require eye protection for access.

Work Hours:

A 40 hour work week is scheduled.  ITS is presently using the 9/80s AA schedule
(9 hours/day, five days a week, Monday – Thursday and 8 hours on Friday, followed by a 9 hour/day, 4 day work week, Monday – Thursday, off Friday).  As an alternative, the employee may work 5 days a week, 8 hours/day, Monday – Friday.  Work week excludes SRNS holidays.  Each work day has a 30-minute, unpaid lunch.

This position requires on-call assignment outside of normal working hours.  This will be a maximum of one week out of every five weeks.  The employee must remain within a one hour driving distance of the site and remain fit-for-duty during the on-call assignment.  Most on-call support will be performed remotely from home using SRNS-provided equipment.  Occasionally, travel to the site during after-hours on-call will be required.  Time spent activity resolving on-call issues will be compensated by a 1-to-1 swap of normal working hours or overtime payment, at the discretion of the manager.

Performance Requirements:

After a three month training period, must be familiar enough with local processes and procedures to take on-call support without assistance.  Must exhibit expertise in required disciplines by performing independent work and troubleshooting in each.