Owens & Minor - Systems Support Engineer - Office 365 (2-4 yrs)

POSITION SUMMARY :

Owens & Minor is looking for a O365 II analyst to join the Infrastructure team responsible for maintaining, managing, and troubleshooting Owens & Minor's O365, messaging systems, including all online and on-premises applications.

The global O365 Analyst is part of a collective team of engineers which maintain critical, high availability O365 environment that support our users, customers, and suppliers.

ESSENTIAL JOB FUNCTIONS :.

- Act as the analyst for the Owens-Minor 24x7 Global, providing support services for Multi-tenant Microsoft O365e, etc.

- Set up and configure Microsoft O365 applications i.e, Exchange, OneDrive, SharePoint O365 user management, licensing and mailbox provisioning.

- Troubleshoot O365 application issues.

- Responsible for managing support for Exchange Online, on Prem and mail flow as well as mail security products.

- Conduct thorough assessments of current IT infrastructure to identify compatibility and readiness for Microsoft 365 migration.

- Develop comprehensive migration plans, including timelines, resource requirements, and risk mitigation strategies.

- Execute migration tasks according to the established plan, ensuring minimal disruption to business operations.

- Troubleshoot and resolve migration issues in real-time to maintain project timelines.

- Working knowledge on managing exchange on premise environments and troubleshooting server level issues.

- Responsible for managing support for SharePoint Online, as well as on premise site migrations to SPO.

- Hands on Experience in using Web Parts, Site Collections, Content Deployment, InfoPath Forms, Excel Services, Business Data Catalogs, Site Columns, Content Types, Authorizations, Workflows, Advanced Search, Master pages and Content pages, Search settings.

- Working within the global IT team to support end users globally.

- Controls support processes including but not limited to incident management, request management, problem management, critical incident management, services and configuration items monitoring in accordance with the ITIL framework and best practices by taking ownership, prioritizing incoming work, and delivering services meeting defined Service Level Agreements (SLAs) and Customer Satisfaction targets.

- Independently handles assigned tasks, diagnoses, analyzes and solves complex problems.

- Mitigate and solve escalations with urgency and determination.

- Responsible for customer requirements into work instructions, standard operating procedures (SOPs) and knowledge base articles (KBs).

- Work with IT Managers and team to continuously improve the quality of the service and the customer satisfaction.

- Create, update and manage the documentation of new procedures as well as maintain documentation on troubleshooting and technology, contribute to the knowledge base as required.

- Ensure adoption of a flexible work pattern as required for the business.

- Quality Assurance to ensure all incident, request and problem resolution sustain an agreed upon level of quality.

- Customer Satisfaction Survey results, and drives actions to improve Customer Satisfaction Index.

- Train, coach and mentor engineers and other junior staff.

- Organize trainings and knowledge improvements of the staff.

- Ensure prompt response on P1, P2 incidents by following procedures, ensure staffing for P1, P2 support to allow resolution within the agreed SLA timeframe.

SUPPLEMENTAL JOB FUNCTIONS :.

- Performs additional duties as directed.

- Effectively accomplishes set goals while primarily working in a hybrid environment.

EDUCATION & EXPERIENCE :.

- Bachelor's Degree in Computer Science, Information Systems, Business Administration, or related field of study; Master's Degree preferred.

- Minimum of 3 years in progressing IT roles; 2-4 years relevant experience or any equivalent combination of education and experience to meet the above requirements.

- Experience or demonstrated capability in leading IT transformational initiatives in complex and dynamic environments highly preferred.

- Working technical knowledge of current messaging and collaboration systems software, protocols, and standards, including Microsoft Exchange, SharePoint, Team Foundation Server, Citrix and Horizon.

- Knowledge of industry best practices for e-mail privacy and regulatory compliance, routing, filtering, monitoring, tiered storage, backup, and disaster recovery.

- Understanding of ITIL processes and best practices.

KNOWLEDGE SKILLS & ABILITIES :.

- Strong working knowledge of patch management and change control practices.

- Extensive experience with Active Directory.

- Experience with high-availability design (failover systems and data replication).

- Hands-on troubleshooting experience.

- Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to business leaders, and business concepts to the INFRASTRUCTURE SERVICES workforce.

ADDITIONAL REQUIREMENTS :.

- Fluency in English, both written and spoken.

- Must be highly motivated and have a positive attitude.

- Excellent people's management skills.

- Excellent listening and customer service skills.

- Excellent communication, interpersonal and organizational skills.

- Must be a team player and tactful.

- Understanding of SLA terms.

- Proven track record working in a global and multicultural environment.