RFQ C004198 Chief Technician (Digital Collaboration)

Duties:

Systems integration and build:

• Provides technical expertise to enable the configuration of system components and equipment for systems testing;
• Collaborates with technical teams to develop and agree system integration plans and report on progress;
• Defines complex/new integration builds;
• Ensures that integration test environments are correctly configured;
• Designs, performs and reports results of tests of the integration build;
• Identifies and documents system integration components for recording in the configuration management system;
• Recommends and implements improvements to processes and tools.

Application support:

• Maintains application support processes, and checks that all requests for support are dealt with according to agreed procedures;
• Uses application management software and tools to investigate issues, collect performance statistics and create reports.

Systems installation and removal:

• Installs or removes hardware and/or software, using supplied
• installation instructions and tools, including handover to the client;
• Uses standard procedures and diagnostic tools to test installations, correct problems, and document results;
• Records details of all components that have been installed and removed;
• Assists users and follows agreed procedures for further help or escalation;
• Contributes to the development of installation procedures and standards.

Specific duties for this post:

• Responsible for systems providing the Collaboration Services, on-premise and on the Cloud (MS Exchange, MS Skype for Business, MS Teams, Exchange Online);
• Provide expeditious Level 2 and Level 3 support services (including technical support to service desk and emergency on-site assistance) to ensure Collaboration services remain operational;
• Give Subject Matter Expert (SME) support to the security related components of the systems under their area (Mail security on-premise and on the Cloud);
• Participation in Incident Management, Service Request management representing Collaboration Services;
• Participation in Health and Risk Assessment;
• Provide inputs to Service Delivery and Service

Improvement Plans as a SME;

• Execute periodic Continual Service Improvement activities;
• Stay abreast of technological developments relevant to the
• area of work such as Cloud technologies and Security;
• Collaborate with outsourcing workforce and help identify
• opportunities for outsourcing under their area;
• Deputize for higher grade staff if needed;
• Perform other duties as may be required.

Requirements:

• Higher vocational training in a relevant discipline with 4 years postrelated 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.

Desirables:

• 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.