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O365 Sr Systems Analyst

Company: TC Industries Of Canada Company
Location: Redmond
Posted on: September 13, 2020

Job Description:

If you enjoy in-depth troubleshooting and take pride in providing excellent customer support, this may be just the job you're looking for! The Tier 3 Escalation team (multiple technology silos) will provide top tier support of end-users in a U.S Federal Government related Azure environment with focus on Teams, SharePoint, Exchange, and OneDrive for Business product specialties. As a member of this team, you would serve as a final escalation point for issues in an environment of roughly 6000 end users (and growing). You would be part of a team that specializes in troubleshooting wide-scale service issues, identifying product bugs, and driving resolution with the associated product teams in a dynamic, yet collaborative environment. Although ideal candidates may have experience with multiple technology areas, if you are an expert in just one of the above listed areas, we would love to talk with you!

Note: Technical skills and requirements will vary based upon the support path you apply for (Microsoft Teams, Exchange, SharePoint and/or OneDrive for Business). The below is intended to be a more general outline of the responsibilities and core skills that would be applicable for a Tier lll Sr. Support Analyst.

Requirements

• Qualified staff must hold U.S. Citizenship

• Ability to pass and willingness to pursue and continue to be eligible for a U.S. Federal Government IT2 Security Clearance (see Standard Form 86 )

• Predictable and reliable attendance

• Ability to work overtime, as needed

• Ability to fulfill rotation of after hours on-call coverage

• Prolonged periods sitting at a desk and working on a computer

Duties & Responsibilities:

• Perform Tier 3 support functions for Microsoft Platform(s) and Office 365 Online

• Maintain ownership of issues drive to resolution across multiple support teams

• Join forces with engineering and support teams across IT to address complex break/fix scenarios

• Manage customer communications for high-impact issues

• Incident Management – Provide “White Glove” service to Executive and upper management

• Change Management – Manage requests and facilitate changes in supported Microsoft Platforms

• Problem Management – Excellent problem-solving skills and root cause analysis.

• Development and authoring technical documentation for internal and lower tier support teams

• Training lower tier teams to enable first touch resolution (“Shift Left” strategy)

• Identify key areas of investment to improve overall service level, reliability and operational efficiency. Drive continuous improvement efforts through proactive service monitoring

• Create and execute PowerShell scripts to facilitate bulk changes, audits, or collect data for reporting

• Testing latest technologies, new devices, services and scenarios before they ever reach production

Knowledge, Skills & Abilities:

• Minimum 2 years of network troubleshooting experience or equivalent courses/certifications

• Minimum 2 years administering Microsoft Platforms, Active Directory and Windows Server; certification a plus

• In-depth knowledge of Windows Server OS and its functions

• Knowledge of Microsoft Platforms; advanced technical expertise in 1 or more of the following: Microsoft Teams, SharePoint, Exchange, OneDrive for Business

• Understanding of: Active Directory, Wired/Wireless Networking, TCP/IP, DNS, DHCP, Firewalls, VLANs, Server Hardware & Administration, PC Hardware, Audio/Video Peripherals, Azure, Office 365, Exchange, Enterprise Telephony & VoIP, SQL, Scripting/Programming (PowerShell and C# are a plus)

• Ability to drive process improvements within the team and the larger organization as a whole

• Capacity to manage and execute project-based & ticket-based work with an attention to detail while meeting tight deadlines

• Capable of working collaboratively in a team environment as well as working independently

• Ability to exude professionalism and a level head in a high-pressure environment

• Strong verbal and written communication skills are essential along with Technical writing skills

• Capable of learning and adapting quickly as services and processes change

• Driven to develop new skills and learn about the latest technologies

• Able to identify gaps in knowledge and ask relevant questions to improve

• Resourceful, self-motivated, detail-oriented

• Prior experience troubleshooting remotely located end users in a corporate/enterprise environment

• Thorough understanding of information technology procedures and best practices

• Proficient with PowerShell scripting or C# for automation and administration of servers and services is preferred

Keywords: TC Industries Of Canada Company, Redmond , O365 Sr Systems Analyst, Other , Redmond, Washington

Click here to apply!

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