O365 Administrator

Job description

·  Job Description:

• Background in IT, Computer Science, Engineering, Business, or a related discipline or equivalent work experience.

• Minimum of 5 years’ experience in IT Operations, infrastructure services support, operations monitoring and/or end user support.

• Strong troubleshooting, analytical, problem-solving, and conceptual skills.

• Strong customer focus and management of client expectations.

• Excellent oral and written communication skills, including fluency in English.

•  Must be a good team player.

• Must possess good leadership skills.

• Can work with minimal supervision.

• Willing to work on a Night Shift /Rotational/24/7

Responsibilities:

• Perform and lead tasks involved in Messaging & Collaboration as follows:

− Deploy/update new Messaging and Collaboration applications in production environment

− Participate in Messaging software installation, service builds, server migration, and consolidation

− Messaging monitoring and troubleshooting including mail queue and routing, server availability, SMTP, server tasks, disk space, and server logs

− Mail, application and system database maintenance

− Messaging server software fix packs and patches

− Retire and decommission applications and servers

− Configure and maintain hosted application templates, Messaging server ports & network, server document and server replication

− Monitor server backups, agents, server availability, antivirus, cluster replication

• Act as second level support for managing incidents, accept transfer and elevations of incidents, track progress and provide resolution

• Conduct incident trending, root cause analysis, recommend solutions and document resolutions in the known-error database

• Independently review, implement, and verify changes/solutions of moderate complexity and risk to meet customer needs

• Create and update documentations on team processes, best practice and case studies

• Participate in the pilot for new accounts as a project team member, subject matter expert or account technical lead.

• Set technical leadership to the team working on an account

• Participate as a resource (i.e. trainer) in and lead technical trainings for the Messaging & Collaboration technology area

• May lead service delivery reviews and day-to-day operation execution for one service ownership or customer

• May lead compliance initiatives for a specific ITIL process within the team

• Act as a mentor for trainees or resources with 1 to 2 years’ experience.

• Be responsive to clients whilst following the principles and procedures of the quality

management system

• Identify, analyze problems and suggest improvements identified in their own area of responsibility and implementing those with a recognized business benefit

• Participate or lead any service line or site initiative, thereby contributing to development of the organization

Core Competency:

• Completion of a bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or an equivalent degree

• Intermediate experience in supporting Messaging and Collaboration systems primarily using Microsoft Exchange, Sharepoint, Skype, and 0365

• Basic knowledge on ITIL processes, particularly on Incident, Change, Problem, and Release Management

• Can work in a project team and support team setup

• Effective communication skills, both oral and written