IT Service Specialist, UC

Responsibilities

Microsoft 365 Environment Management

• Administration & Configuration
• Take ownership of the day-to-day management of the Microsoft 365 environment, including Exchange Online, SharePoint, OneDrive, Microsoft Teams, Yammer, PowerApps, Power Automate, and associated services.
• Design, configure, and implement M365 components, ensuring they meet business needs and security requirements.
• Maintain and optimize M365 workloads, including security features like AIP (Azure Information Protection), DLP (Data Loss Prevention), and email security.
• Identity & Access Management
• Manage and maintain Microsoft Identity services (Azure AD), including Conditional Access policies and Multi-Factor Authentication (MFA) for secure access control.
• Implement and manage privileged access management and governance within the Microsoft 365 suite.
• Ensure compliance with company policies through detailed configuration of policies, group management, and security roles.

Collaboration Tools Management

• Teams & SharePoint Online:
• Oversee Teams implementation, administration, and troubleshooting for collaboration, meetings, and voice routing.
• Manage SharePoint site creation, permissions, and user requests, while ensuring effective document management solutions for the business.
• Administer Teams-based telephony services, ensuring seamless voice routing and conferencing for internal and external communication.
• Administer and secure the collaboration environment with a focus on governance, compliance, and auditing features, using tools like ShareGate for migrations and governance.
• OneDrive & File Storage:
• Maintain and optimize OneDrive for Business for seamless storage and sharing.
• Ensure the implementation of policies around file access, retention, and encryption using Microsoft's security suite (SCEP, AIP).

Security & Compliance:

• Messaging Security:
• Implement and manage email security policies, including SPF, DKIM, DMARC, and encryption.
• Oversee Microsoft Defender for Office 365 and anti-spam/anti-phishing features to safeguard email and collaboration channels.
• Governance & Data Protection:
• Define and enforce data protection policies across the organization using DLP, retention policies, and other M365 security tools.
• Manage litigation hold and eDiscovery processes to meet compliance requirements.
• Configure and enforce privileged access management policies within M365 to ensure secure administration.

Collaboration Performance Optimization

• Application Packaging & Updates:
• Oversee application packaging (using Intune for Windows and Jamf for MacOS), ensuring seamless integration and automated deployment of Office and collaboration tools.
• Ensure timely patching and updates of collaboration tools, leveraging Autopilot, SCCM, and Intune as appropriate.
• Continuous Improvement:
• Continuously monitor and analyse M365 performance metrics to optimize the user experience and reduce downtime.
• Lead M365 service improvements by ensuring up-to-date configurations and keeping the systems aligned with emerging business needs.

User Support & Communication

• End-User Communication & Documentation:
• Provide technical expertise and serve as the second point of escalation for complex M365-related issues (beyond first-line support).
• Prepare and maintain technical documentation, user guides, and procedures to ensure seamless adoption and troubleshooting.
• Collaborate closely with other IT teams, including End-User Computing and Network teams, to ensure a cohesive collaboration ecosystem.
• Training & Adoption:
• Lead user adoption initiatives to ensure effective use of M365 tools. Conduct user training, webinars, and support to enhance collaboration and productivity.
• Support business users in the development and implementation of PowerApps and Power Automate workflows to streamline business processes.

Required Qualifications

• Experience:
• Minimum 5+ years of experience managing, configuring, and supporting M365 technologies, particularly in a technical, hands-on capacity.
• Proven experience in managing SharePoint, Teams, OneDrive, and other collaboration platforms, including telephony integration.
• Demonstrated ability to manage email security (Exchange Online), including anti-phishing/spam policies, and DLP.
• Technical Expertise:
• Extensive knowledge of M365 workloads (Exchange, SharePoint, Teams, Power Platform) and hands-on administration with advanced troubleshooting.
• Strong experience in security and compliance management, particularly around AIP, DLP, and litigation holds.
• Proficiency with PowerShell scripting for automation and configuration tasks within M365.
• ITSM Tool Proficiency:
• Experience using ITSM tools (Assyst preferred) for managing incidents, changes, and service requests related to M365 services.

Desirable Skills:

• Certifications: Microsoft 365 Certified: Enterprise Administrator Expert, or equivalent certifications such as MS-100/MS-101.
• Understanding of VOIP and voice routing within Microsoft Teams.
• Experience with ShareGate or similar tools for managing migrations and governance in SharePoint and Teams.

Key Competencies:

• Hands-On Leadership: Ability to take a hands-on approach in both strategic planning and troubleshooting, ensuring efficient delivery of collaboration services.
• Technical Problem-Solving: Advanced technical skills to address complex collaboration challenges and ensure the secure and efficient operation of M365 services.
• Security & Compliance: Strong understanding of data security and compliance requirements within a global organization, ensuring policies are adhered to.
• Communication & Collaboration: Effective communicator who can liaise with both technical and non-technical stakeholders to enhance collaboration tools.
• Proactive, with the ability to foresee issues and manage risk effectively.
• Effective decision-making skills, especially under time-sensitive conditions.
• A collaborative team player who can work across diverse functions and geographies.