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Description

+ Knowledge, operational proficiency and troubleshooting ability of standard business applications such as Microsoft Office Suite, Outlook, Microsoft O365/SharePoint, Microsoft Teams, Microsoft Edge, Google Chrome, Firefox, Adobe PDF Reader and Writer, Antivirus software (Sentinel One), Lotus Notes.

+ Knowledge of and supporting ERP systems such as SAP.

+ In depth knowledge of and the supporting of unified communications systems for delivery of services including room systems, client endpoints and SaaS integrations.

+ Administration and management of SharePoint O365 and Teams sites.

+ Active Directory administration: user account create/delete, security group mapping, login scripts.

+ Skilled at configuring, imaging and staging services on laptop and desktop computers.

+ Provide daily technical support to business units and escalate unresolved calls to the 2nd/3rd line support teams in line with agreed processes, including liaising with external partner organizations where appropriate.

+ Maintain accurate IT equipment inventory databases.

+ Work closely with the IT Senior Management Team and assist with recommendations for the improvement of IT systems and infrastructure.

+ Gather requirements, design, and deploy solutions to meet business needs.

+ Design migration projects as a technical lead.

+ Evaluation, ,creation and management of scripts

+ Management and responsibility of ancillary systems such as email security, backups, and security

+ Take ownership of critical service and senior stakeholder issues, including user communications as appropriate.

+ Respond to support queues promptly and document incidents accurately and simultaneously into the case management system.

+ Monitor and enforce system security guidelines for clients.

+ Adhere to procedures and escalation processes as defined by Management.

+ Provide exceptional customer service to all clients.

+ Proactively support and maintain effective user relationships by educating clients on system capabilities.

+ Utilize existing knowledge bases to research, resolve, and respond to incidents and requests received via phone and e-mail in a timely manner, in accordance with incident management standards.

+ Provide accurate troubleshooting and creative solutions to complex problems to ensure customer productivity.

+ Manage the incident resolution process for all open incidents by following up with assigned support personnel and/or the affected user to ensure timely incident resolution and customer satisfaction.

+ Experience of writing procedural and/or support documentation

Requirements

+ College diploma and/or equivalent work experience or technical certificate

+ Certifications (Microsoft 365 Certified: Modern Desktop Administrator Associate, ITIL) a plus

+ Experience deploying and managing Identity Management (Active Directory, Azure Active Directory)

+ 3-5 years’ experience using Intune for end point management and security compliance.

+ 5-7 years’ experience supporting Microsoft 365, including, but not limited to, Teams, Enterprises Mobility and Security Suite, and Azure Active Directory

+ Understanding of networking concepts and integration to LAN/WAN technologies

+ Experienced with Windows Server Operating Systems

+ Strong working knowledge of Microsoft Security Solutions

+ Experience of working effectively within a team and collaborating with others to achieve a goal.

+ Experienced documenting processes for support teams and end users.

+ Excellent verbal and written communication skills.

+ Experienced working within the ITIL frameworks.

+ Ability to manage complex tasks and scenarios.

Technology Doesn't Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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