Engineer (Digital Collaboration) End User

EXPERIENCE AND EDUCATION:

Essential Qualifications/Experience:

·         Higher vocational training in a relevant discipline with 4 years post related experience. Or a secondary educational qualification with 6 years post-related experience

·         4+ years' experience implementing, managing, and optimizing collaboration tools and platforms within a digital ecosystem of an organization

·         Proven experience in implementing, maintaining and validating Skype for Business and/or Exchange infrastructure solutions based on the commercial and governmental best practices

·         Excellent troubleshooting skills of the server (MS Exchange/Skype) and client side (MS Outlook/Skype desktop client)

·         Demonstrable knowledge of IT infrastructure and systems, including enterprise-class servers, operating systems, storage, and virtualization technologies

·         Practical experience of Windows Operating System, Active Directory, DNS, PowerShell scripting and the Exchange Management Shell

·         Very good experience deploying communication and collaboration software (such as video conferencing systems, team messaging applications, and document sharing platforms)

·         Proven experience in handing and prioritizing multiple assignments

·         Proven experience in managing internal and external stakeholders

·         Very good experience with troubleshooting and providing end users' support

·         4+ years of recent work experience, related to IT system administrator functions of Communication and Collaboration systems, in particular Microsoft Exchange, MS Teams and Skype for Business

·         Working knowledge in system management automation and monitoring

·         Good understanding of Application security, Internet security and IT data protection mechanisms

·         Awareness of industry's latest technology trends and applications, such as Cloud Applications and Security

·         Technical certification in Communication and Collaboration systems: MCSE or equivalent

·         ITIL v3/v4 Foundation certificate

·         Prior experience of working in an international environment comprising both military and civilian elements

·         Knowledge of NATO responsibilities and organization, including ACO and ACT

DUTIES/ROLE:

·         Provide engineering and operations support to End User Management in the area of Managed Devices service throughout the service lifecycle, and conduct co-ordination and communication between support and service provider

·         Serve as the highest level of technical escalation for complex issues related to managed client devices (Specifically on the EMS toolsets – SCCM/Intune)

·         Analyse and resolve complex problems, collaborating with Level 1 and Level 2 support teams to provide timely resolutions

·         Administer and Support the Agency Patching, Orchestration and Reporting Services

·         Package and deploy software updates, commercial off-theshelf (COTS) and NATO off-the-shelf (NOTS) applications using EMS toolsets. (Formerly SCCM

·         Develop hardware and software inventory reports

·         Perform implementation and maintenance of authorised software changes

·         Investigate and troubleshoot advanced network connectivity, performance, and security-related issues affecting managed devices and print services

·         Collaborate closely with cross-functional teams, including infrastructure, security, and application teams, to ensure seamless integration and support of managed devices and print services

·         Conduct in-depth root cause analysis and identify trends to prevent recurring issues and minimize service disruptions

·         Support the Section head in team and technical lead duties and decisions, while proposing and advising on technical guidance in regards to the technologies under their area

·         Performs implementation and maintenance of authorised software changes, related to assigned applications and the integration/tailoring of vendor-supplied components, following established procedures for quality, configuration control, testing, documentation and security

·         Provides and coordinates expeditious Level 2/3 support services (including technical help desk and emergency on-site assistance) to ensure assigned services remain operational

·         Proactively implement monitoring policies and solutions to ensure the 24/7 functionality of the systems