Windows Messaging Support Engineer L3
Pamten Inc - Montréal, QC

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Windows Messaging Support Engineer L3 (Microsoft Lync Expert)
1+ year

EUC UCC Messaging Operations group requires a level 3 SA to join the global operations environment. The candidate will be expected to provide daily operational support to a global Microsoft Exchange 2007/2010 mail infrastructure, Microsoft OCS/Lync and Sendmail appliances. The role is adjunct to Engineering, as the Operations team owns all toolsets which are required to both run and report on the plant on a daily basis.
This role not only involves infrastructure skills but also some scripting and development work as we look to further automate many of our processes and end user toolsets. We are starting to test and deploy new technologies including Lync 2013. Furthermore, the candidate is also expected to have experience with managed service vendors, as the role includes directing managed service teams, scheduling appropriate work and providing new intelligent solutions for their daily operations. This allows the metro resources to remain in a development and escalation role.
This environment is extremely important and considered by the business as critical applications, not only to the end users but also to the application development groups as well. Because of this, suitable candidates will need strong technical and interpersonal skills.

  • System management and upkeep of the production environment
  • Problem diagnosis, troubleshooting, escalation and notification
  • Run book documentation - inventories, problem resolution processes, documentation
  • Testing of server upgrades and patch deployment


  • Self-starter with good interpersonal skills to facilitate working with end-users and other IT colleagues
  • Excellent communications skills
  • Professional ownership of issues
  • Good organizational skills Ability to plan and prioritize
  • Analytical Skills
  • Proven troubleshooting skills in a support environment
  • Strong sense of commitment and drive towards problem resolution
  • Use of initiative and proactive approach to work
  • Experience of working in a fast paced, changing environment
  • Maturity to be able to execute job functions with minimal guidance

Job Level Specific Duties

  • Acts as the key resource in the deployment and maintenance of new systems to keep the system environment stable and interruptions to a minimum in standalone and multi-tiered environments.
  • Conducts system analysis to keep systems current with changing technologies and works with other professional technical staff in evaluating current systems and making decisions on future development.
  • Recommends and implements modifications to the server environment, including troubleshooting and replacement of faulty system hardware.
  • Evaluates and maintains hardware / software management and monitoring tools which will meet both the immediate and future needs of the customers.

Typical Years of Experience

  • Typically requires 4-6 years relevant experience.

Minimum Education and Certifications

  • Undergraduate degree or equivalent combination of education and work experience.


  • Strong knowledge of systems software / hardware, networks and operating systems.
  • Strong knowledge of processes and tools utilized for system management, problem reporting, change management and support tools.
  • Strong technical troubleshooting skills.
  • Strong interpersonal and customer service skills.

Required Qualifications
Exchange Server Administration

Minimum Years Required 5

Window Server Administration

Minimum Years Required 5

Microsoft OCS/Lync

Minimum Years Required 3


Minimum Years Required 3