• IT Office 365 Support Specialist

    Job Locations US-PA-Cranberry TWP
    Job ID
    2019-1802
    Category
    Information Technology
  • Overview

     

    The Information Technology Office 365 support Specialist primary responsibilities are to perform hands-on tasks to manage and maintain the Office 365 tenant and related technologies. O365 technologies currently include Active Directory Sync to Azure AD, Exchange, MS Teams, Groups, OneDrive and SharePoint administration; providing End-user support and training for hardware and software and collaborating with the IT Manager to ensure operational security, Maintenance and Governance

     

    Responsibilities

     

    Office 365 and SharePoint administration

    • Administration, support and configuration of MS O365
    • Administer and support an enterprise-level Microsoft Exchange infrastructure
    • Training and educating end-users on O365 capabilities and collaboration tools (OneDrive, MS Teams, OneNote, Outlook etc)
    • Manage and monitor Office 365 services and hybrid infrastructure.
    • Document changes to the systems using change management best practices.
    • Knowledge of Office 365 Teams/Groups/Video/Delve/Power BI.
    • Supporting Skype for Business and troubleshooting call quality issues.
    • Manage directory sync into Azure AD.
    • Supporting the sync and sharing of large volumes of data with OneDrive.
    • Advanced skills managing Office 365 using PowerShell.
    • Maintain a highly secure system through proper configuration and system access monitoring.
    • Troubleshoot and resolve issues with user access to cloud services.
    • Maintain a good understanding of upcoming changes to the platforms to assist with user change management.
    • Monitor and communicate to stakeholders the performance of the services.
    • Ensure service delivery meets the business requirements (based on defined SLAs).
    • Deliver a consistent process for incident and problem escalation along with resolution in line with TIS best practices
    • Assist with the creation of policies around the proper use of Office 365 services and support.
    • Collaborate with other IT staff, including networking, security, and data center operation teams, to facilitate effective issue resolution.
    • Champion the adoption of Office 365 services as appropriate for our business
    • Assisting in the adoption and implementation of sharepoint, ensuring the operational health of the SharePoint online environment including security, availability, performance, interoperability and reliability
    • Once established maintain and sustain /sustainment of SharePoint sites and sub sites, lists, libraries, and content (including pages, workflows, and items)
    • Maintenance, and sustainment of additional complementary functionality for customer sub sites, lists, libraries, and content
    • Administer and support an enterprise-level Microsoft Exchange infrastructure
    • Troubleshoot Exchange related issues when alerted by monitoring software

    General IT: End-user support and training for hardware and software

    • Training and educating end-users on O365 capabilities and collaboration tools (MS TEAMS, OneDrive, OneNote, Outlook etc)
    • Providing end-user support for all PC based hardware, applications and services
    • New user setup and orientation including installing and configuring workstations, software, telephone services, network printing, etc.
    • Maintain and provide support for all IT infrastructure
    • Provide tier 2 and tier 3 support and troubleshooting
    • Troubleshoot OS, network and cloud application related issues
    • Operational Security, Maintenance and Governance
    • Responsible for logical and physical controls of the company’s IT system by providing, on a quarterly basis, documented assurance that access to computer resources (data, equipment and facilities) is reasonable and restricted to authorized individuals
    • Perform software upgrades and patches (bios, firmware upgrades, etc.)
    • Troubleshoot various Office 365 issues including connectivity and mobility
    • Conduct routine monitoring and analysis to include Audit Log Reports evaluation, system and storage utilization reports, site and system usage, growth reports, and manage site collection quota settings

    Qualifications

    • Help desk experience and ability to provide technical and end-user support
    • General knowledge of networking – IP, DNS, SMTP
    • 5 years of IT experience/ 2 years of Microsoft Exchange Experience with a focus on Office 365
    • Proven ability to handle multiple projects/work streams and demands efficiently
    • Professional and positive approach, self-motivated, strong in building relationships, team player, dynamic, creative with the ability to work on own initiative
    • Exceptional oral and written communication skills
    • Excellent Customer Service experience with the ability to present solutions in a user-friendly language to team members as well as to non-technical staff

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