Collaboration Engineer

Job Description:

Within a level 2 support organization and as part of ITIL processes, the Support Analyst ensures Incident Management, the processing of service requests to users, contributes to the analysis of root causes related to incidents, exploits service monitoring, validates changes in production, Contributes to the continuous improvement of applications, capitalizes on knowledge acquired.

Key Responsibilities/Outcome:

• Responsible for analyzing, troubleshooting, providing solution for issues on Collaboration tools and services to our end users
• Answers complex questions about users need and their issues
• Apply basic to advance diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Escalates complex problems to higher level of expertise within organization.
• Communicate or coordinate with the user and the resolver teams, suppliers and other departments within the organization to ensure best service to the end users.
• Change management execution, feedback
• Contributes to the continuous improvement • Demonstrate intermediate problem-solving skills and efficient troubleshooting skills
• Plan, develop, and lead interactive training sessions within the team.
• Play an active role in training the team members on process-related issues.
• Implement technological changes to enhance support functions.
• Working knowledge on Exchange Online, SharePoint, Power Platform, PowerShell, Teams, Security and Compliance
• Working knowledge on ticketing tools in the current market such as Service-Now.
• Certification will on any field will be an added advantage.

Must have skills :

Exchange Online, SNOW, Teams admin, M365 admin center, Security & Compliance admin

Good /Nice to have skills:

Mimecast, SharePoint Online, PowerShell Scripting, Active Directory