Job Description: 

The successful candidate is primarily responsible for administering and monitoring the BlackBerry user community and associated applications.  This individual is responsible for configuring and maintaining BlackBerry devices for 20,000+ users and the daily administration and management of 37,000+ active directory users and 15,000+ desktop systems.  This position requires diverse knowledge and extensive experience in Verizon 8830 BlackBerry handheld devices, BlackBerry Server 4.x, Active Directory 2003 and Exchange 2007 architecture, as well as Windows XP desktop operating systems and Microsoft Applications.

Essential Duties and Responsibilities:

• Configuration, provisioning, and troubleshooting of all types of BlackBerry devices.
• Management of Active Directory and Microsoft Exchange objects.
• Ability to analyze and troubleshoot problems that may be affecting the Blackberry device, email account, user account, or service provider voice/data services at the user or enterprise level.
• Prompt, professional, empathetic support to a very large user community.  Must have the ability to technically meet or exceed the customer’s expectations and needs.
• Ability to work as a team member offering assistance when required and asking for assistance when needed.
• Ability to follow established SOPs and work closely with the Customer Support team to identify needed changes, refinements, or additions to current processes.
• Work closely with Systems Engineers to ensure systems incidents are properly recorded, followed up on, and resolutions are provided to the user community in a timely manner.
• Work with Systems Engineers to test, deploy, and support custom engineered BlackBerry Mobile Data applications and ensure they are available and meet customer requirements.
• Work with mobile service providers in the escalation and tracking of enterprise level voice and data issues.
• Work as a member of an engineering team to provide support on a Microsoft Active Directory 2003/Exchange 2003 environment.
• Utilize Peregrine Service Center to record reported incidents, manage and prioritize work, and escalate to higher levels of support.

Qualifications:

• 3-5 years experience working in a BlackBerry / Customer Support environment.
• MCSA or MCP preferred and/or extensive BlackBerry administration experience.
• Basic TCP/IP knowledge and/or understanding of DHCP, DNS, and network. monitoring/management applications a plus.
• Experience with remote desktop software (SMS, Dameware, MS Remote Desktop).
• Strong problem solving and troubleshooting skills.
• Strong communications, effective writing and customer support skills needed.
• Self starter that is willing to learn and gets the job done with little supervision.
• Flexibility and availability for on-call.
• Applicants selected will be subject to a Government Security investigation and must meet eligibility requirements for access to classified information.  An active security clearance at the Top Secret level is required.

Job Req ID: 1264