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Senior Second Line Analyst - Messaging

Western Cape Market Related
Sector: IT / Computers / Software
Posted: Thursday, 5 May 2022

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Job Details


A leading UK technology and managed services provider is looking for a Senior Second Line Analyst specialising in email and collaboration technologies, supporting contracted customers. This is an opportunity to work for a large international group that provides managed services to enterprise level customers across a wide range of industries and technologies. Note that this is an infrastructure support role and not focused on user/account administration.


  • Supporting customers’ messaging and collaboration environments remotely from Cape Town
  • Incident investigation and resolution in accordance with agreed SLAs and working within the ITIL framework
  • Pro-active monitoring using, amongst others, automated tools/reports where available
  • Project work for new deployments/migrations/upgrades as required
  • Root-cause analysis for complex issues as per the problem management process
  • Out-of-hours standby based on a 4 or 5 week rotation
  • Ad-hoc out of hours work as required for changes and project work
  • Creating and reviewing on a regular basis documentation assisting the team in its day-to-day work
  • Assess supported customer environments with a view to suggesting initiatives that could serve to improve the levels of support and service we provide as a team
  • Mentor and assist team members when required


3 -5  years’ experience in the following areas:

  • Supporting Microsoft Exchange 2013 / 2016+
  • Supporting Office 365/Exchange Online environments
  • Supporting Microsoft Lync 2010/2013 / Skype for Business
  • Microsoft Teams
  • Microsoft SharePoint Online
  • Awareness and working knowledge of email security and hygiene products like Symantec Mail Security for Exchange, Mimecast and Cisco IronPort
  • Windows AD skills and network protocols and services like TCP/IP and DNS

Desirable Knowledge/Skills

  • Mimecast
  • Symantec Enterprise Vault
  • PowerShell scripting

Essential Qualifications

  • MCP, MCITP and/or MCSE certification in Exchange 2013+, and/or Exchange Online/Office 365.

Desirable Qualifications

  • Certification relating to any or all of Microsoft Lync/OCS/Skype for Business, Mimecast, Enterprise Vault or Exchange Online

Behavioural Characteristics or Competencies

  • Professional / Cognitive skills
  • Strong written and oral communication in English is a must. Strong presentation skills are considered an asset
  • Strong and proven troubleshooting ability in a large scale, fast-paced operations environment
  • Demonstrated ability to work independently and manage time
  • Ability to make timely and sound decisions under conditions of uncertainty and / or stress
  • Ability to manage client and management expectations, keeping all stakeholders informed about open incidents or requests
  • Ability to adjust according to changing business priorities

People Skills

  • Ability to work collaboratively within a team sharing ideas
  • Effective and personable communication with customers and vendors to achieve desired results
  • Desire and drive to attain results and closure on issues even if faced with resistance & reluctance
  • Reliability and commitment to getting the job done (including after hours as required)

Working Hours         

  • Cover core UK hours as required
  • Provide out of hours standby cover on a rotational basis
  • Work overtime when required and approved
  • Be willing to work some SA public holidays in return for overtime remuneration or time in lieu