Messaging & Collaboration Engineer
King's Service Centre
full-time
Posted on:
Location Type: Hybrid
Location: Quintrell Downs • United Kingdom
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About the role
- Responsible for the successful delivery of Messaging services within a Service Management framework and in line with the agreed college standards and Service Levels;
- Responsible for managing the resolution of incidents and service requests within Cloud Services, specifically within the Messaging & Collaboration space (Exchange Online, Microsoft Teams, etc)
- Responsible for supporting delivery of technological change across the whole of Microsoft 365;
- Responsible for supporting the security, resilience, backup and monitoring of the college Messaging & Collaboration platforms;
- Represent the Messaging & Collaboration services in Change Advisory Board meetings, daily and weekly Service Review meetings.
- Responsible for fostering a practice of Collaboration and continuous improvement within the Messaging & Collaboration team;
- Responsible for identifying and undertaking Service Improvements;
- Responsible for identifying opportunities to reduce environmental impact and implementing improvements;
- Responsible for working closely with the other teams within IT to provide an excellent IT Service;
- Responsible for contributing to proposed solutions to ensure they are fit for purpose and provide optimal value for money;
- Responsible for the adoption into service of new solutions ensuring operational suitability;
- Responsible for responding to customer improvement activity;
Requirements
- Education to degree standard and/or equivalent qualifications/experience (D)
- ITIL qualification (Foundation Minimum) (D)
- Excellent Exchange Online, Exchange On-Prem, MS Teams and Microsoft messaging technologies troubleshooting skills and knowledge of problem resolution methodologies (E)
- Excellent messaging troubleshooting skills and knowledge of problem resolution methodologies (E)
- Demonstrated Microsoft 365, Microsoft Teams and Outlook support experience (E)
- Demonstrated Exchange Online/On-Prem Security protocol knowledge and experience (E)
- Knowledge of IT Security protocols, processes, policies and standards (D)
- Experience of managing small projects (D)
- Experience in operational IT planning and execution (D)
- Experienced in working with IT service management, including change, incident and problem management (E)
- Experience of working with ITIL based Service processes and functions including Service Desk and Service Process Managers (E)
- Experience and knowledge of supporting technical solutions in a complex, multistakeholder environment (D)
- Good knowledge of industry technical standards (E)
- Experience of working with enterprise scale applications, infrastructure and software (D)
- Proven ability to write technical documentation (Runbooks, How to Guides) (E)
- Proven ability to support a set of complex operational services (E)
- Experience working in a Safe Agile environment to deliver service improvement (D)
- Appreciation of the contemporary problems and issues facing the HE sector (D)
- In-depth understanding of complex technical issues (E)
- Well-developed technical skills, with particular emphasis on advanced troubleshooting (E)
- Demonstrated appreciation of the role of the academic school and departmental disciplines and their specific IT Support needs (D)
- Demonstrated flexibility and positive attitude towards the support of technical services in a fast-paced environment with inherent risks and several stakeholders with differing views of success (E)
- Ability to identify and manage priorities (E)
- Excellent written and oral communication skills (E)
- Excellent relationship and interpersonal skills (E)
- Ability to articulate ideas to both technical and non-technical audience (E)
- Innovative and proactive approach to work (E)
- Ability to set and achieve goals for self (E)
- Ability to communicate effectively with staff at all levels (E)
- Willingness to update professional knowledge and a commitment to continuous improvement (E)
- Excellent messaging support and configuration skills (E)
- Good working knowledge of the Microsoft 365 product suite (E)
- Experience supporting and managing SMTP relays and mail flow (D)
- Experience in Microsoft 365 Administration (D)
- Experience in Microsoft 365 Security & Compliance capabilities (D)
- Exposure to PowerShell scripting (D)
Benefits
- Hybrid Working - Minimum of 5 days per month in the office
- 10% Performance related bonus
- 30 Days holiday and maximum of 8 public holidays (pro-rata)
- Sick pay
- 4 Discretionary Christmas Closure Days
- Contributory pension scheme
- Life Assurance cover
- Service time - 3 Volunteer days per year
- Free onsite parking & Bike racks
- Annual leave purchase scheme - up to a maximum of 10 days (subject to national minimum wage requirements)
- Student Discount (access to Totum, Unidays & Student Beans)
- CycleScheme
- TechScheme
- Opportunities for formal training and professional certification
- Free access to Linkedin Learning
- Free access to Future Learn short courses
- Potential for internal promotion and advancement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Exchange OnlineMicrosoft TeamsMicrosoft 365OutlookITILtroubleshootingproblem resolution methodologiesIT Security protocolsPowerShell scriptingSMTP relays
Soft Skills
excellent written and oral communication skillsexcellent relationship and interpersonal skillsability to articulate ideasinnovative and proactive approachability to identify and manage prioritiesflexibility and positive attitudecommitment to continuous improvementability to set and achieve goalsability to communicate effectivelycollaboration
Certifications
ITIL Foundation