Enterprise Vault Support Technician

This role is on location in Grapevine, Texas, with the option to work-from-home on Fridays. There may be scheduled after-hours maintenance, upgrades, and production support needs. Bluesource clients include government contracts, financial industry services, and other regulated and controlled environments. Specific background investigations and security screenings may be required for certain customers or projects. RESPONSIBILITIES: Apply experience and troubleshooting techniques to investigate assigned issues. Provide Technical Support, Remote Management and Monitoring of Client Environments. Log Incidents, Problems and Service Requests within the Incident Management System and ensure adequate information is recorded to facilitate speedy troubleshooting and analysis. Accurate categorization of incidents and ability to set client’s expectations at an achievable level and then to exceed those expectations wherever possible. Excellence in customer service and promoting the customer satisfaction survey at every opportunity, looking at continual service improvement. Provide timely updates on incidents to management and clients, as required. PERSONAL SKILLS: Experience managing/troubleshooting with e-mail archiving applications Enterprise Vault and Arctera eDiscovery Platform (eDP) Able to understand varied customer environments. Good understanding of performance issues. Contributes to the team, co-operating with others to exchange information and support colleagues in order to achieve business goals. Self-motivated. Enthusiasm towards learning new technologies. Excellent written and verbal communication skills, coupled with the ability to communicate at all levels. Creative thinker with an innovative approach to tasks and troubleshooting. Knowledge of e-mail and e-mail archiving solutions. Knowledge of eDiscovery. Fundamental understanding of server infrastructures and Microsoft Azure. Certifications in Enterprise Vault Administration. Certifications in eDiscovery (eDP) Administration. Familiarity with ITIL Service Management practices. #J-18808-Ljbffr Bluesource North America