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.