M365 Technical Specialist (Level 3)

SUMMARY:
Microsoft 365 Technical Specialist

POSITION INFO:

Main Purpose:

As part of “continuous improvement” the maturity level of the existing products requires constant enhancement.  In addition, the T-Systems service offerings to our clients are constantly expanded through new solutions and offerings to keep the T-Systems offering market relevant and best of breed.

 Description of Responsibilities:

• Design, communicate and implement Workspace Management solutions to existing and new clients.
• Implement, configure, maintain and continuously enhance workspace management toolsets such as the Microsoft Systems Centre Suite, Scripting and Packaging ASG Cloud Factory/Cockpit, Intune, Azure Active Directory, O365 and Collaboration services.
• Technical interpretation of business requirements and processes to align with system designs.
• To effectively facilitate the environment for technical testing and research for Proof of Concepts, System upgrades and service improvement
• Implementation of “best practices” (technical operational standards) in day-to-day operations.
• Development and implementation of automation scripts, utilities and reports to enhance maturity of environments.
• Initiate Research & Development projects on new workspace management products to determine benefits and business fit.
• Identify and participate in developing integration layers with other workspace management toolsets.
• Establish, Shift Left tasks to L2 Team, enhance and assist with daily health checks escalations and configuration changes and participate in 3^rd level stand-by to enhance performance and stability.
• Own the technology feedback and information sessions to appropriate forums (clients & team).
• Identify potential points of failure, drive areas for improvement and identifying pain points and bottlenecks.
• Create and drive the implementation of recommendations in regards to process changes based on the needs of the business and/or product direction.
• To effectively initiate Proof of Concepts and Projects in order provide new solutions (Solution Crafting).
• Managing projects related to Workspace Management.
• Primarily responsible for Problem/Change Management.
• Lead the P1/P2 incident resolution, including difficult and advanced incidents (escalation point for L2 to L3) including RCA.
• Non-standard request execution.
• Examples of accountability: System Health/Baseline Compliance, Audit Compliance, Meetings/Workshops, Project Work, system build templates, Documentation,  Scripting, RCA (L2 to supply support).

Qualifications and Experience:

• Matric (NQF3) compulsory
• Tertiary IT qualification (Degree, Diploma, MCSE, etc.) an advantage
• Proven Workspace Management toolset technology experience (CM2012 Certification required, Azure Certification, M365 Certification)
• Proven ability to coordinate resolution of issues on a subarea / area / client
• At least seven years’ computing experience (MS Wintel, MCP, MCSE)
• Development and scripting experience an advantage (e.g. Perl, Php, Shell scripting, VB/.Net, Java scripting)
• Microsoft SCOM experience an advantage
• Good working knowledge of Networking - TCP/IP (Configuration of Client, Client Troubleshooting)
• SQL Server Administration – optional
• Define operational documentation and processes

Knowledge Requirements:

• Active Directory Infrastructure 
• Configuration Management Toolset SCCM – CB 1906
• Knowledge of information and telecommunications technology, current and emerging trends
• Thorough knowledge of workspace management toolsets, solutions and industry trends
• Aligning business process with technology
• Knowledge in systems and project management
• Ability to construct professional quality documentation
  • Sufficient knowledge of IT operations, responsibilities, work flow processes and procedures in order to resolve most inquiries independently.
  • Proficient in Incident, Problem, and Change Management.

Skills Required:

• Supporting and Co-operating 
• Analysing and interpreting 
• Interfacing  Reporting 
• Creating and Conceptualising 
• Organising and Executing
• Communication - Communicates effectively, both orally and in writing, with colleagues and encourages open communication.
• Initiative – Shows initiative and makes time available to ensure general technical competencies and specializations are kept up to date and in line with business developments
• Presentation Ability – Is fully capable of preparing, organizing and giving presentations using appropriate tools and techniques in both written and oral modes
• Builds relationships – The ability to build and sustain relationships with key individuals on the basis of openness and trust
• Planning – The ability to plan work in order to ensure the effective and efficient rendering of service. Implements, monitors and evaluates new and existing processes to test if the business goals are met
• Problem Solving skills
• Facilitation skills

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