Modern Workplace Engineer III

Essential Functions:

Supervisory role and escalation resource for level I - II Engineers. Responsible for oversight of Modern Workplace queue and ensuring team adheres to SLA agreements with client. Provide support as needed and Maintain queue of trouble tickets - resolve trouble tickets forwarded/escalated by first and second level support groups; responsible for timely and effective closure of hardware and software issues Research and troubleshoot escalated issues from first and second level support groups; this involves testing software configurations in lab environment; examples would include systems not working properly or software the company is evaluating for production purposes Microsoft 365 troubleshooting, management, and support Maintenance and Support of the M365 platform and the capabilities provided by the applications and services that make up the suite. Such as Azure AD, email messaging, calendaring, contact management and other collaboration toolsets including SharePoint Online, Microsoft Teams, and OneDrive. Managing relationships with technologies that extend these core capabilities. Such as external mail delivery, filtering, anti-spam, multi-factor authentication, and conditional access. Health management of Microsoft O365 and Intune cloud and hybrid services M365 security and compliance, M365 dependent infrastructure management, end point management Mobile device deployment and management Desktop - endpoint configuration deployment and management Special projects and any other related task as requested by Manager

Education:

Four years of College resulting in a Bachelors Degree or equivalent

Certifications, Accreditations, Licenses:

BSc in Computer Science or related discipline, or 2-3 year Technologist Diploma or equivalent Combination of certifications with the following technologies would be an asset, at least 2 from this list required: Microsoft MCSE Microsoft 365 Certified: Enterprise Administrator Expert Microsoft 365 Certified: Teams Voice Engineer Expert Microsoft MCSE: Productivity Solutions Expert Microsoft Certified: Security Operations Analyst Associate Microsoft Certified: Information Protection Administrator Associate Microsoft 365 Certified: Security Administrator Associate Microsoft Certified: Azure Virtual Desktop Specialty Microsoft 365 Certified: Messaging Administrator Associate Microsoft 365 Certified: Modern Desktop Administrator Associate Microsoft 365 Certified: Developer Associate Microsoft 365 Certified: Teams Administrator Associate Microsoft 365 Certified: Teamwork Administrator Associate

Relevant Work Experience:

5 to 7 years in related field

Special Knowledge, Skills and Abilities:

• Microsoft 365 support, including Active Directory, Azure Active Directory, Exchange, Sharepoint, OneDrive and Teams Knowledge of Windows 10 operating system and domain structures Knowledge of Office 365 workloads such as OneDrive for Business, SharePoint Online and Skype for Business Good written and oral communication skills required to communicate action items taken to resolve IT-related issues to end-users in terms easily understood Support and administration experience with Exchange Server and Exchange Online - Hybrid deployments Exchange to Office 365 migration troubleshooting experience Knowledge of Mobile Device Management (MDM) solutions such as Enterprise Mobility Suite (EMS) and mobile devices (IOS, Android, Windows) Knowledge of DLP, and EOP (Exchange Online Protection) Knowledge of Microsoft Endpoint manager (SCCM - Intune, Standalone and Hybrid) ITIL and ITSM knowledge (ServiceNow an asset)

Supervisory Responsibility:

This position does not have employee direct reports but does serve as a lead role for others doing similar work