C004196 Engineer (Digital Collaboration) End User (CTS) - WED 4 Jun

Description

Deadline Date:

Requirement:

Location:

Full Time On-Site:

Required Security Clearance:

Duties and Role:  

• Provide engineering and operations support to End User Management in the area of Managed Devices service throughout the service lifecycle, and conduct co-ordination and communication between support and service provider;
• Serve as the highest level of technical escalation for complex issues related to managed client devices (Specifically on the EMS toolsets – SCCM/Intune);
• Analyse and resolve complex problems, collaborating with Level 1 and Level 2 support teams to provide timely resolutions;
• Administer and Support the Agency Patching, Orchestration and Reporting Services;
• Package and deploy software updates, commercial off-the- shelf (COTS) and NATO off-the-shelf (NOTS) applications using EMS toolsets. (Formerly SCCM);Develop hardware and software inventory reports;
• Perform implementation and maintenance of authorized software changes;
• Investigate and troubleshoot advanced network connectivity, performance, and security-related issues affecting managed devices and print services;
• Collaborate closely with cross-functional teams, including infrastructure, security, and application teams, to ensure seamless integration and support of managed devices and print services;
• Conduct in-depth root cause analysis and identify trends to prevent recurring issues and minimize service disruptions;
• Support the Section head in team and technical lead duties and decisions, while proposing and advising on technical guidance in regards to the technologies under their area;
• Performs implementation and maintenance of authorized software changes, related to assigned applications and the integration/tailoring of vendor-supplied components, following established procedures for quality, configuration control, testing, documentation and security;
• Provides and coordinates expeditious Level 2/3 support services (including technical help desk and emergency on-site assistance) to ensure assigned services remain operational;
• Proactively implement monitoring policies and solutions to ensure the 24/7 functionality of the systems;

Specific Working Conditions:

Requirements

Skill, Knowledge & Experience:

• The candidate must have a currently active NATO COSMIC TOP SECRET security clearance

• Higher vocational training in a relevant discipline with 4 years post-Skill, Knowledge & Experience: related experience. Or a secondary educational qualification with 6 years post-related experience.
• At least 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;
• Very good problem solving and communication skills.

• At least 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 technology 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.