IT Service Analyst Jr. M365

Role Purpose

• Reporting to the Collaboration Operations Manager, 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 operations team, 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.

Key Responsibilities

• 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
• Share information with team members for continuous improvement
• Identify, develop and document operational processes while continuously looking at how to improve upon existing processes.
• Work closely with first and second level support teams to provide quality customer service
• Troubleshoot related and integrated applications, infrastructure problems or other IT problems that may have a significant impact on our Microsoft 365 service.
• Work with relevant teams to assist with updating and maintaining client-side tools as needed
• Provides escalated support for Business-Critical problems

Required Skills

• Understanding of Microsoft Active Directory, Exchange on-premise and Exchange Online, Microsoft Teams, Microsoft Outlook Client, Windows 10/11 and web-based applications.
• 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.

Experiences/Education - Required

• Bachelor’s degree, preferred in Information Technology, Computer Science, Information Management Systems, Computer Engineering.
• Previous work experience in an IT-based role is preferred.
• Microsoft certification in Microsoft 365, Exchange Online and Microsoft Teams is a plus
• 1 year of experience in system administration, with a focus on Exchange, Teams, and other messaging or chat tools
• 1 year experience in a production IT environment managing enterprise IT infrastructure, hardware, hosting services and cloud infrastructure.

Experiences/Education - Desired

• Understanding of Identity and Access Management concepts (IDAM)
• Ability to monitor and understand how vendor outages will be felt by end users of the system