Collaboration Administrator

Jobinhalt

• Reporting to the Collaboration Operations Supervisor, the Collaboration Administrator is an operational resource, with an emphasis on Microsoft Office 365. Collaboration Administrator will function as an operational resource to monitor, repair and remediate issues not resolved by frontline troubleshooting.
• Responsibility will include supporting users in project based and production deployments of related Microsoft Office 365 technologies.
• Responsibility will also include collaboration with frontline support teams for training and education to assist with customer issue resolution.
• As a core member of the collaboration, this person will be responsible for helping deliver world class support to a global workforce. The ability to manage multiple tickets/issues concurrently while being a strong communicator to work with various end users and support groups is a key to success.

• Monitor and maintain collaboration SAAS solutions with a focus on Microsoft Office 365.
• Review and utilize solution documentation (Knowledge Base) to manage incident and task related work
• Propose updates to Knowledge Base articles as needed based on work
• Assist with planning and executing data migrations as needed (File Servers, SharePoint, MyDocs, etc)
• Ensure and regularly review monitoring and alerting systems are inplace and functioning for system health and performance
• Share information with team members for continuous improvement
• Identify, develop and document operational processes while continuously looking at how to improve upon existing process, innovation
• Work closely with first and second level support teams to provide quality customer service
• Troubleshoot more complex applications, infrastructure problems or other IT problems that may have a significant impact on our Office 365 service; MDM, IDAM, DLP, CASB etc
• Work with relevant teams to assist with updating and maintaining client side tools as needed
• Provides escalated support for Business-Critical problems

• Associates or Bachelor’s degree in Information Technology, Computer Science, Information Management Systems, Computer Engineering or equivalent technical degree
• Previous work experience in an IT-based role is preferred.
• Microsoft certification in Office 365, Exchange Online and Microsoft Teams is a plus

• 2+ years of experience in system administration, with a focus on Exchange, Teams, Skype and other messaging or chat tools
• 2+ years’ experience in a production IT environment managing enterprise IT infrastructure, hardware, hosting services and cloud infrastructure.

• Understanding of Microsoft Active Directory, Exchange on-premise and Exchange Online, Microsoft Teams, Microsoft Outlook Client, Intune, Windows 10 and web based applications, ability to troubleshoot.
• Strong troubleshooting ability – define problem statements, work around, root cause resolution.
• Demonstrated ability to manage multiple tasks.
• Team player with excellent verbal/written communication and interpersonal skills; ability to effectively present information to all levels of the organization.
• Able to change and adjust smoothly as the situation demands.

• Strong understanding of Cloud Access Security Brokers (CASB), Data Loss Prevention (DLP), Mobile Device Management (MDM) concepts and tools
• Strong understanding of Identity and Access Management concepts (IDAM)
• Familiarity with data management, replication, backup and recovery, and disaster planning and how they apply to Office 365
• Ability to monitor and understand how vendor outages will be felt by end users of the system