Mid-IT Infra Analyst Collaboration Services

Job Description

• Provide technical support as it relates to all Collaboration Services.
• Investigate resolve and communicate with the customer on escalated Service Desk tickets.
• Pro-actively manage and maintain all Collaboration solutions and systems including:
  • Security/service patch management and required upgrades following approved change management process
  • Database and solutions optimization
  • Back-up and disaster recovery
• Monitor team KPI/TTI measures and identify areas for improvement.
• Develop and maintain both technical and customer documentation for standards processes and procedures.
• Assist in supporting Collaboration projects and programs to achieve the strategic goals.

• Minimum of 5 years IT experience with 2 years working with collaboration solutions.
• Strong customer service skills with a passion to exceed customer expectations.
• Mature skills and approach when working with production systems.
• Strong analytical and problem solving skills.
• Strong knowledge of or experience with Microsoft Exchange/Outlook; Skype for Business/Teams; and the Office365 solutions.
• Knowledge and experience with 2 or more of the following: MDM (ideally MobileIron or Microsoft Endpoint Manager); PowerShell; Dropbox or OneDrive; Polycom Video Conferencing; and Avaya Telephone Systems.
• Analyze situations evaluate alternatives and implement solutions within standards (where applicable).
• Strong English written and verbal communication skills. Ability to influence peers and cross functional teams.
• Demonstrated ability to communicate complex problems and issues in a concise manner to a variety of technical and non-technical audiences.
• Ability to handle multiple projects and tasks make decisions and solve problems. Strong project management skills and ability to participate in cross functional teams to accomplish established goals.
• Proven ability to work under stressful conditions may require 24/7 incident support.
• Maintain up-to-date knowledge in the Collaboration sector of IT along with any industry trends or techniques.

Work Hours: UK Shift but this job require overlap with US timings

Required Experience:

IC

Employment Type : Full-Time
Experience: years
Vacancy: 1