Primary Responsibilities:
- Design, implement, manage, administer, and support Microsoft Modern Work technologies in O365
- Work with Global UCC team to provide Follow-the-Sun support for a variety of UCC services. Serve as APAC region Tier 3 escalation.
- Produce and maintain current documentation for areas of responsibility, both end user and internal IT support
- Define and manage KPIs and metrics to measure service health and drive improvements.
- Provide end user support for a variety of collaboration tools and be able to articulate to the business which tool provides the most value based on business requirements
- Participate in 24x7 on-call rotation (Tier 3) for critical collaboration services including Office 365 (SharePoint Online, Teams, OneDrive etc.), Atlassian services (Jira & Confluence).
- Maintain an awareness of and research new technologies as they relate to the delivery of collaboration services.
- Partner with business units to ensure they are aware of standard and enhanced standard collaboration tools and service to maximize individual productivity.
Essential
- Experience of supporting Microsoft Modern Work technologies
- Experience with Teams and SharePoint administration
- General familiarity with a variety of Office 365 Admin Centers
- Fundamental knowledge of IT Service Management (ITSM)
- Ability to communicate, written and verbal, with technical and non-technical cross-functional teams
Additional
- Demonstrated ability to prioritize and deliver on multiple projects simultaneously
- Self-motivated and customer service focused
- Excellent facilitation skills, including meeting content/agenda and proactive/creative management of issues
- Ability to manage projects and interface with employees of varying skill sets in a high-pressure environment
- Strong verbal, written and interpersonal communication skills; strong problem-solving skills
Preferences
- Experience with Atlassian Jira & Confluence
- Familiarity with ServiceNow
- Experience with Microsoft Power Platform
- Experience with Microsoft Azure
- Experience with PowerShell
- Familiarity with how Microsoft Modern Work technologies are licensed
- Experience with a wide range of collaboration tools
