IT Support Analyst (Office 365)

The temporary position is located in the Technology Management Services (TMS) Branch within the Information and Technology Management Department (INFOTEC). INFOTEC provides modern, secure, and reliable IT infrastructure, technologies, applications and services to enable the ILO to effectively use technology to perform its mission.

TMS conceptualizes, delivers, and supports the technology required by clients to work effectively. TMS focuses on reducing risk, enabling mobile and productive staff, and identifying efficient and effective solutions to meet the demands of clients.

The temporary position will provide support for the end user computing environment at ILO headquarters, with a particular focus on the provision of Office 365, End Point Manager and Active Directory expertise.

The temporaryposition will report to the TMS Head of User Support Services.

1. Using tools such as Endpoint manager, configure and support the deployment of the desktop operating system and applications to ILO user end points (laptops, desktops, smartphone, tablets).
2. Evaluate the evolution of the Office 365 application offerings with a view to identifying which ones are relevant for the Office. Provide, manage, monitor, and decommission Office 365 related services following established change and release management processes.
3. Fulfil the role of the Technology Management Service “Office 365” expert. Coordinate with fellow IT team members in troubleshooting issues experienced with Office 365 services providing assistance in a timely and professional manner. Provide second level support for resolving Office 365 incident and service requests
4. Create and maintain Office 365 related group policies, standard operating procedures and technical documentation for project and services associated with end point.
5. Provide expertise and assistance with migration projects including SharePoint 2016 to SharePoint online, network drive to OneDrive and Skype for Business to Teams
6. Develop user guides and training materials for educating end-users on Office 365 capabilities and collaboration tools (OneDrive, Skype for Business, Teams, OneNote, Outlook and other relevant online applications), analyse the new features to see which ones are relevant for users.
7. Write Powershell scripts to perform functions such as Office 365 administration and reporting.  Execute automated test runs.
8. Prepare and conduct presentations about desktop hardware and software. Provide high level advice and demonstrate relevant technologies to users, organise the development of user guides and training materials
9. Following the guidance of the supervisor, define technical Terms of Reference, and qualitative and quantitative evaluation criteria for relevant request for proposals and procurement processes.
10. Perform other relevant duties as assigned.

First level university degree in computer science, electronics or other related field.

At least five years of professional experience in the IT field. Two years’ experience administration, support and configuration of MS Office 365 for users is desirable, managing users, groups, group policies and access rights with the Active Directory, and working with System Centre Configuration Manager tool to distribute software packages, and create reports. At least three years of experience programming with PowerShell. At least one year experience using Microsoft Desktop Analytics and In Tune.

Excellent command of English and a working knowledge of another official language (French or Spanish) of the Organization.

In addition to the ILO core competencies, this position requires:

Technical competencies
• Basic knowledge of the following as applicable:
- overall computer concepts,
- personal computer hardware and software,
- the Internet,
- e-mail systems,
- PC/server/network operating systems,
- programming languages.
• Up-to-date knowledge of technological advancements, technical specifications and operating procedures in the area of work.
• Knowledge of the organization's computing environment.
• Ability to clarify users' requests and to respond to and resolve technical problems.
• Ability to communicate effectively both orally and in writing.
• Ability to provide user support.
• Ability to produce documentation and reports.
• Significant experience with Cloud applications such as Office 365
• Certification in MCSA/MCSE, Office 365 is desirable.
• Experience administering Office 365, and Azure Active Directory environment
• A practical understanding of Active Directory, Group Policy, DNS, DHCP
• Strong knowledge and experience with multiple system environments consistent with the position accountabilities
• Advanced knowledge and experience with Microsoft Windows, Microsoft Office, Office 365 email support, OneDrive, and common 3rd party applications in an enterprise environment
• Ability to configure, troubleshoot and refresh Windows 10 in a Microsoft network environment on both desktop and laptop computers, network printers and online Office 365 applications.

Behavioural Competencies 
- Fast learner who can demonstrate initiative.
- Ability to grasp new concepts and technologies.
- Strong communication, interpersonal and presentation skills for interacting with team members and end users.
- Ability to balance and prioritize work.
- Analytical and problem solving skills.
- Ability to work independently and effectively in a team of information technology professionals.
- Ability to develop and maintain productive relationships with external suppliers.
- Detail-oriented, strong organizational, planning and multi-tasking skills.
- Ability to work in a multicultural environment and to demonstrate gender-sensitive and non-discriminatory behaviour and attitudes.