Office 365 Administrator

Office365 Administrator – 1st/2nd Level IT Support Specialist

Role Summary

This is a newly created role which aims to provide a first class level of 1st/2nd level IT support to a fast growing UK-based marketing services agency. The agency currently employs fifty-five staff spread across five locations but is acquiring new agencies on a frequent basis and these numbers will be expected to go up rapidly over the next five years.

Reporting to the Group Executive team (currently comprising the Group CEO and COO) the IT Support Specialist will provide 1st and 2nd level IT support to all the agencies’ staff and ensure that each agency’s IT system remain secure, compliant and operational 7×24.

Central to this role will be ensuring that the IT systems of acquired agencies are integrated into the group with minimal disruption to their operations.

Day to day duties include logging and triaging calls, working on incidents to resolution, identifying problems and looking to find the root cause to prevent future Incidents.  In addition, the role will help manage the various end user devices and work on evolving a Helpdesk function.

Expertise

Knowledge and Qualifications

Knowledge of Helpdesk / Service desk systems.

Office 365 administration including lesser known products

Sharepoint and One Drive administration

Email migration from legacy (IMPA and POP3) and cloud-based Exchange to Office365 tenant

Data migration from LAN and othe cloud-based systems to Sharepoint

Knowledge and experience of Mac and Windows OS operating in a mixed OS environment

Min 1 years administrating user and computer objects via MS AD

Proactive and service-oriented attitude, as well as advanced written and verbal communication skills

Skills and Demonstrated Experience

Able to demonstrate the ability to collect the relevant information from customer for IT requests and problems

Able to demonstrate Incident and Problem Management and root cause analysis.

Able to document core processes and controls and ensure they are maintained in an auditable manner

Demonstrable experience in supporting end client issues from remote locations

Key Accountabilities

Manage Incidents and basic Service Requests through to resolution:

·      Ensure that all Helpdesk processes and procedures are adhered to

·      Ensuring that all calls assigned to you are resolved within the SLA’s

·      Work with the Group Executive Team to evolve processes and procedures where necessary

Work with all the group agencies to manage the various end user devices across the estate and ensure they are regularly patched:

·      Providing regular reports on the employee devices used across the estate

·      Provide monthly reporting on the devices and their patch levels

Ensure that access to software and hardware is assigned with relevant authorisation from the relevant owner:

·      Have auditable information recorded in the Helpdesk system when access is granted

Ownership of the joiners/leavers process:

·      Ensure that all SA portfolio agencies remain compliant with the various agreed Group processes and procedures

·      Demonstrate where you have automated tasks to improve the service

Providing training of various end compute tasks across the business (such as how to use VC / Outlook etc.):

·      To have undertaken at least 6 group wide training sessions throughout the year

·      Gather feedback on the sessions and evolve the training

Send us your Resume at [email protected]