Duties and Responsibilities:
Systems integration and build:
- Provides technical expertise to enable the configuration of system components and equipment for systems testing;
- Collaborates with technical teams to develop and agree system integration plans and report on progress;
- Defines complex/new integration builds;
- Ensures that integration test environments are correctly configured;
- Designs, performs and reports results of tests of the integration build;
- Identifies and documents system integration components for recording in the configuration management system;
Recommends and implements improvements to processes and tools.
Application support:
- Maintains application support processes, and checks that all requests for support are dealt with according to agreed procedures;
- Uses application management software and tools to investigate issues, collect performance statistics and create reports.
Systems installation and removal:
- Installs or removes hardware and/or software, using supplied installation instructions and tools, including handover to the client;
- Uses standard procedures and diagnostic tools to test installations, correct problems, and document results;
- Records details of all components that have been installed and removed;
- Assists users and follows agreed procedures for further help or escalation;
- Contributes to the development of installation procedures and standards.
Specific duties for this post:
– Responsible for systems providing the Collaboration Services, on-premise and on the Cloud (MS Exchange, MS Skype for Business, MS Teams, Exchange Online);
– Provide expeditious Level 2 and Level 3 support services (including technical support to service desk and emergency on-site assistance) to ensure Collaboration services remain operational;
– Give Subject Matter Expert (SME) support to the security related components of the systems under their area (Mail security on-premise and on the Cloud);
– Participation in Incident Management, Service Request management representing Collaboration Services;
– Participation in Health and Risk Assessment;
– Provide inputs to Service Delivery and Service
Improvement Plans as a SME;
– Execute periodic Continual Service Improvement activities;
– Stay abreast of technological developments relevant to the area of work such as Cloud technologies and Security;
– Collaborate with outsourcing workforce and help identify opportunities for outsourcing under their area;
– Deputize for higher grade staff if needed;
– Perform other duties as may be required.
Education, Experience and Training (required)
Education:
Higher vocational training in a relevant discipline with 4 years postrelated experience. Or a secondary educational qualification with 6 years post-related experience.
Experience:
– At least 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
practises;
– 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;
– Very good problem solving and communication skills.
Education, Experience and Training (desirable):
Experience:
– At least 4 years of recent work experience, related to IT system administrator functions of Communication and Skill, Knowledge & Experience: 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.