Chief Technician (Digital Collaboration)

작업 내용

Experience And Education

Essential Qualifications/Experience:

• Higher vocational training in a relevant discipline with 4 years post related experience. Or a secondary educational qualification with 6 years post-related experience
• 4+ years’ experience implementing, managing, and optimizing collaboration tools and platforms within a digital ecosystem of an organization
• Proven experience in implementing, maintaining and validating Skype for Business and/or Exchange infrastructure solutions based on the commercial and governmental best practises
• Excellent troubleshooting skills of the server (MS Exchange/Skype) and client side (MS Outlook/Skype desktop client)
• Demonstrable knowledge of IT infrastructure and systems, including enterprise-class servers, operating systems, storage, and virtualization technologies
• Practical experience of Windows Operating System, Active Directory, DNS, PowerShell scripting and the Exchange Management Shell
• Very good experience deploying communication and collaboration software (such as video conferencing systems, team messaging applications, and document sharing platforms)
• Proven experience in handing and prioritizing multiple assignments
• Proven experience in managing internal and external stakeholders
• Very good experience with troubleshooting and providing end users’ support
  
  

Desirable Qualifications/Experience

• 4+ years of recent work experience, related to IT system administrator functions of Communication and Collaboration systems, in particular Microsoft Exchange, MS Teams and Skype for Business
• Working knowledge in system management automation and monitoring
• Good understanding of Application security, Internet security and IT data protection mechanisms
• Awareness of industry’s latest technological trends and applications, such as Cloud Applications and Security
• Technical certification in Communication and Collaboration systems: MCSE or equivalent
• ITIL v3/v4 Foundation certificate
• Prior experience of working in an international environment comprising both military and civilian elements
• Knowledge of NATO responsibilities and organization, including ACO and ACT
  
  

Duties/Role

• Systems integration and build:
  
  

ü Provides technical expertise to enable the configuration of system components and equipment for systems testing

ü Collaborates with technical teams to develop and agree system integration plans and report on progress

ü Defines complex/new integration builds

ü Ensures that integration test environments are correctly configured

ü Designs, performs and reports results of tests of the integration build

ü Identifies and documents system integration components for recording in the configuration management system; Recommends and implements improvements to processes and tools

• Application support:
  
  

ü Maintains application support processes, and checks that all requests for support are dealt with according to agreed procedures

ü Uses application management software and tools to investigate issues, collect performance statistics and create reports

• Systems installation and removal:
  
  

ü Installs or removes hardware and/or software, using supplied installation instructions and tools, including handover to the client

ü Uses standard procedures and diagnostic tools to test installations, correct problems, and document results

ü Records details of all components that have been installed and removed

ü Assists users and follows agreed procedures for further help or escalation

ü Contributes to the development of installation procedures and standards

• Responsible for systems providing the Collaboration Services, on-premise and on the Cloud (MS Exchange, MS Skype for Business, MS Teams, Exchange Online)
• Provide expeditious Level 2 and Level 3 support services (including technical support to service desk and emergency on-site assistance) to ensure Collaboration services remain operational
• Give Subject Matter Expert (SME) support to the security related components of the systems under their area (Mail security on-premise and on the Cloud)
• Participation in Incident Management, Service Request management representing Collaboration Services
• Participation in Health and Risk Assessment
• Provide inputs to Service Delivery and Service Improvement Plans as a SME
• Execute periodic Continual Service Improvement activities
• Stay abreast of technological developments relevant to the area of work such as Cloud technologies and Security
• Collaborate with outsourcing workforce and help identify opportunities for outsourcing under their area
• Deputize for higher grade staff if needed; Perform other duties as may be required