What are the responsibilities and job description for the Cloud Collaboration Analyst position at APN Software Services Inc?
Microsoft365, Azure, Intune, Email, collaboration applications, related applications, systems, & peripherals for company business partners. Provides customer service, technical support, training, consultation (Hybrid Ybor center)
PRIMARY DUTIES AND RESPONSIBILITIES
1. Provide customer service for company business partners for systems and applications that the IT Operations department supports. Manage assigned request and incident tickets within established service levels. Perform troubleshooting for company business partners for systems and applications that the IT Operations department supports. 60%
2. Maintain documentation, best practices, standards, policies and procedures to ensure the performance, availability, reliability, integrity and security of all cloud collaboration systems. 10%
3. Coordinate and oversee contractor installations for projects. Provide direction and inspect the quality of the work. 10%
4. Develop and maintain training materials for company business partners for continued re-enforcement of the knowledge to operate TECO Energy cloud collaboration systems. 10%
5. Collaborate with product and service vendors to maintain good business relationships, ensure quality service and response, and to manage product and service opportunities for company business partners. 10%
RELATIONSHIPS :
Key Internal : Daily contact with Information Technology personnel pertaining to cloud collaboration projects and systems. Frequent contact with cloud collaboration users to determine needs, requirements for service, and training.
Key External : Frequent contact with vendors and contractors concerning products and services that they provide.
QUALIFICATIONS : Education
Required : Associate degree in Business, Computer Science or computer related discipline. In lieu of the Associate Degree an additional 2 years of experience is required.
Preferred : Bachelor of Science degree in Business, Computer Science or computer related discipline.
Licenses / Certifications
Preferred :
One Associate / Intermediate level Certification
As listed below or similar.
Associate / Intermediate level :
Microsoft 365 Certified : Teams Administrator Associate
Microsoft Certified : Teams Support Engineer Specialty - Certifications | Microsoft Learn
Microsoft 365 Certified : Endpoint Administrator Associate
Microsoft 365 Certified : Messaging Administrator Associate
Microsoft Certified : Identity and Access Administrator Associate
Professional / Expert / Advanced level :
Microsoft 365 Certified : Administrator Expert
Microsoft Certified : Azure Solutions Architect Expert
Microsoft Certified : Enterprise Administrator Expert
Microsoft Office Specialist : Expert (Microsoft 365 Apps)
Direct Experience :
Required : Minimum of 2 years of direct work experience performing the Duties & Responsibilities of this position or a similar related technology support position is required.
Preferred : Minimum of 4 years of direct work experience performing the Duties & Responsibilities of this position is preferred or a similar related technology support position. Experience working UC and Contact Center Systems, Cisco CUCM, Cisco Unity, Cisco Telepresence, Cisco Webex Meetings, Cisco Jabber and Apple iPhones.
Knowledge / Skills / Abilities (KSA) :
Preferred : Working knowledge of Microsoft365 and Azure administration and configuration. Understanding of Local Area Networking, VoIP, SIP, and client / server environment. Ability to create detailed technical instructions, technical documentation of systems and technical drawings using MS Visio, MS Word, and MS Excel.
LEADERSHIP
