Role title

Technical service engineer expert – office 365

Job Purpose

Responsible for user account administration in a multi-platform environment and ensure that administration procedures are aligned with overall Information Security policies and standards.  Assist in the development of access controls to safeguard customer systems against accidental or unauthorized modification, destruction or disclosure.

Education & Experience

• Bachelor’s Degree in Computer Science or related technical degree
• 5 years of security user administration experience, or related technical system administration experience.
• Office 365 Platform and Core Service Management Experience
• ADFS Management
• O365 Proplus Support
• Microsoft MCTS, MCITP, MCPD, MCM
• Microsoft MCSA, MCSD, MCSE
• 3-8+ years experience working with a work ticketing system.

Desired Core Skill

• Strong analytical and problem-solving skills.
• Ability to present and discuss technical information to users with varying technical expertise.
• Proven ability to work under stress in emergencies. Flexibility to handle pressure from many directions simultaneously.
• Must be detail-oriented with a high level of accuracy.
• Excellent written and verbal communication skills.
• Demonstrated ability to develop and maintain collaborative working relationships across multiple teams.
• Strong customer focus and the ability to manage customer expectations.
• Must have strong team-oriented interpersonal skills and the ability to effectively interface with a wide variety of people.
• Demonstrated commitment to continuous process improvement.
• Preffered Scripting/programming capabilities  

Key Accountabilities

• Maintain user access to securable customer system resources (Windows™ / Active Directory, Outlook™ , Exchange™) performing tasks such as: Add Office 365 Domain, Manage administrator accounts and roles, licence administation
• Perform detailed analysis of access requests/processes and provide recommendations for improvement to senior team members and Information Security management.
• Educate information / resource owners in the implementation of necessary information security controls.
• Perform standard and non-standard processing of security authorization requests.
• Work with resource owners to determine appropriate security policies for securable customer resources.
• Provide on-call support for after-hours system access issues and troubleshoot system access problems and failures.
• Report suspected information security misuse to manager or director.
• Assist resource owners and IT staff in understanding and responding to security access exceptions.
• Provide guidance and assistance on the BAU
• Creation of documentation and new KBAs, as well as keep informed the entire team about these updates
• Audit work procedures and ticket management
• Ability to work in a team environment and to contribute to multiple projects at once
• Serve as Subject Matter Expert and advisor on Best Practices and efficient solutions for supporting the O365 platform(s)
• Is kept updated about the content and expectation of the security policies and promotes and holds employees accountable for the adecuate execution.

• Knowledge and understanding of the IMS
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