TECHNICAL SPECIALIST (Intelligent Workspace)

SUMMARY:
TECHNICAL SPECIALIST (Intelligent Workspace) - Durbanville, Cape Town R 700 000 to R 850 000 P/A

POSITION INFO:

TECHNICAL SPECIALIST (Intelligent Workspace) – Durbanville, Cape Town

Our client, a Global Managed Services firm is offering this exciting career prospect to join their team of passionate thought leaders in a dynamic and collaborative environment! 

R 700 000 to R 850 000 per annum Negotiable on Qualification and Experience

Key Duties & Responsibilities:

• Act as the highest point of technical escalation for Microsoft Workplace technologies.
• Provide support services internally and externally for customers in the following areas:
  • Expert-level skills in Microsoft 365 Modern Desktop
  • Expert-level skills in Microsoft 365 Enterprise  
  • Expert-level skills in Microsoft 365 Teams  
  • Expert-level skills in Microsoft 365 Security  
• Provide technical expertise in developing strategic customer roadmaps to assist managed services customers to fully leverage workplace technologies, and work with Managed Services to deliver on roadmaps.  
• Build positive client relationships by developing an understanding of the client’s business processes and providing analytical and insightful recommendations.  
• Coordinate escalations to Microsoft Premier Support. 
• Work with the product team on process automation and optimization. 
• Respond to requests for issue resolution that have been raised as a Problem Ticket by the Cloud Support Services Team.  
• Act as an escalation point to support teams. Provide fixes and, where appropriate, workarounds to incidents.  
• Perform system configuration changes/updates based on recommendations and best practices, including billable / minor project work as and when required.  
• Provide guidance and act as an SME to other support teams for complex incident investigation, complex system changes, and best practice recommendations.  
• Help with incident trends analysis and/or other records that may indicate underlying problems as part of proactive support services.
• Ensure problem records are raised within the ITSM system for problems identified through routes other than escalation from the support team.  
• Escalate issues to Platform (Defect) Management team if required.  
• Provide instructions and information to assist Platform team in the correction of software code issues.  
• Create Known Errors for Problems where the root cause and workaround has been identified.  
• Ensure tickets are updated.  
• Identify and coordinate the work required to provide permanent resolutions.  
• Help maintain the content of Knowledge Base system; update the Knowledge Base with Known Error information, including workarounds.  
• Follow support and business processes accurately with attention to detail whilst proactively looking for opportunities to improve the efficiency and quality of our services.  
• Use ITSM system for the management of support issues and administering Support Services.

Minimum Requirements:

• Ideally 4-6 years’ experience working with Microsoft Workplace technologies in a busy service desk environment
• Relevant tertiary qualification
• MS-700 Microsoft 365 Teams Administrator Associate ESSENTIAL 
• MS-500 Microsoft 365 Security Engineer Associate ESSENTIAL
• MS-100 Microsoft 365 Enterprise Administrator Expert  
• MS-101 Microsoft 365 Enterprise Administrator Expert  
• MD-100 Microsoft 365 Modern Desktop Administrator  
• MD-101 Microsoft 365 Modern Desktop Administrator 
• Microsoft Azure Cloud experience will be beneficial
• Microsoft SQL experience will be beneficial
• ITIL Foundation v4  

*Please note that this role involves participating in an on-call rotation for out of hours support*

To apply, please forward a detailed copy of your CV to Nicole Spamers: <--------Please upload your CV here--------

NB! This job is now closed. You can apply for other jobs by uploading your CV.