Job Description

Primary Accountabilities/Responsibilities:

Monitor and administer our Microsoft 365 tenants.
L2 support for our Messaging and Collaboration systems as well as assist in designing, testing, and troubleshooting of Messaging and Collaboration platforms related to M365, Teams, SharePoint and others both in a production and non-production. tenant.
Facilitate Office 365 platform services across all levels of the business including technical resources, project managers and executive leadership.
Supporting Exchange Online/Exchange OnPrem messaging integrations and configuring inbound/outbound mail flow topologies and SMTP relay.
Manage team incidents and service requests, creating and maintaining knowledge base articles for support processes and procedures for the IT team.
Work closely with other IT teams including Information Security and Application Development teams to sustain a stable, highly performing and available application environment.
Maintain system documentation, standard operating procedures, and knowledge base articles for the support of each system. Support the development of training materials.
Resolve issues with other 3rd party enterprise platforms as necessary.
Conducts research, makes evaluations and recommendations, and maintains a high level of expertise in systems software to ensure departmental operations and operating environment are of the highest quality.
Escalate problems beyond the level of expertise to a more experienced technical staff or a manager.
Ensures compliance with policies, procedures and regulations to ensure safe and sound business operations.
Assists with anything the team is responsible for when necessary.
Complete service requests in the agreed SLA timeframe.

Skills and Abilities:

Must have a minimum of 2 years of experience in supporting Exchange Online, SharePoint Online and MS Teams.
Must have broad knowledge of key end-user scenarios and technical architecture for Office 365, Office 365 ProPlus, Exchange Online, SharePoint, MS Teams, and other Office 365 products.
Must have strong analytical, troubleshooting and problem-solving skills and work them through to the root cause.
Knowledge and use of Windows PowerShell.
Beginner experience to troubleshoot mail message delivery through message tracing and other troubleshooting tolls.
Excellent verbal, written and relationship skills used to interact with a global group of technical and non-technical people.
Work closely with other IT teams including Information Security, Application Development, IT Support and 3rd party vendors to plan, deploy, and maintain a highly-performant environment.
Ability to work independently with minimal oversight and in a team-oriented, collaborative environment is essential.
Ability to organize and prioritize tasks, work under a small or large team spanning across multiple business unit/practice areas.
Ability to adapt quickly in a dynamic ever-changing environment.
Ability to work with a team to provide guidance and direction on leveraging O365 through the business.
Ability to troubleshoot issues and work them through to the root cause.
Strong customer service and orientation in execution.
Work flexible hours, including weekends and evenings.
Must be authorized to work in the US for any employer.
Work for an extended time at keyboard/terminal.

Education/Certification:

BA/BS in a related information technology program or an AA/AS degree / High school diploma along with equivalent experience in an information technology role.

Physical requirements/Working conditions:

Climate controlled office environment
Dynamic, time-sensitive environment
Travel as required