IT Support Analyst (Microsoft 365)

Introduction

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

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

Specific Duties

1.    Using tools such as Microsoft Endpoint Manager, configure and support the deployment of the desktop operating system and applications to ILO end users devices (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 “Microsoft 365” expert. Coordinate with fellow IT team members in troubleshooting issues experienced with Microsoft 365 services providing assistance in a timely and professional manner. Provide second level support for resolving incidents and service requests 

4.    Create and maintain Office 365 related group policies, standard operating procedures and technical documentation for project and services associated with endpoints.

5.    Provide expertise and assistance with migration projects including SharePoint 2016 to SharePoint online

6.    Develop user guides, videos and other training materials for educating end-users on Microsoft 365 capabilities and collaboration tools (OneDrive, Forms, 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 Microsoft 365 administration and reporting.  Execute automated test runs.

8.    Prepare and conduct presentations about desktop hardware and software. Provide advice and demonstrate relevant technologies to users, organize 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.
 

Required qualifications

Education

First level university degree in computer science, electronics or other related field. 
A relevant post-secondary diploma/certificate from a reputed institute and an additional four years of relevant work experience, in addition to the five years of experience required in the job description, may be considered in lieu of the first-level university degree.

Certification in MCSA/MCSE, Microsoft 365 is desirable.
 

Experience

At least five years of professional experience in the IT field. At least two years’ experience administering Office 365,  managing users, groups, group policies, intune policies and access rights with Azure Active Directory, and working with Configuration Manager/intune 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.

Languages

Excellent command of one official language (English, French, Spanish) of the Organization and a working knowledge of another official language.  One of these languages must be English. 

Competencies

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

Technical

•    Basic knowledge of the following as applicable:
      o    overall computer concepts,
      o    personal computer hardware and software,
      o    the Internet,
      o    e-mail systems,
      o    PC/server/network operating systems,
      o    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. 
•    Strong knowledge and experience with multiple system environments consistent with the position accountabilities
•    Advanced knowledge and experience with Microsoft Windows, Microsoft Office, Microsoft 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 Microsoft 365 applications.


Behavioural
-    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.    

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