Cloud Collaboration Analyst

Cloud Collaboration Analyst

Location: Ybor City, FL 33605
Setting: Training onsite 5 days a week then hybrid 3 days onsite required.
Contract: 12 Months

POSITION CONCEPT:

• The Cloud Collaboration Analyst is responsible for planning and coordinating of cloud collaboration related systems and sub-systems comprising the company's corporate network. Maintains, manages and services Microsoft365, Azure, Intune, Email, collaboration applications, and related applications, systems, and peripherals for company business partners. Provides customer service, technical support, training, consultation, and guidance to company business partners.

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 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%

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 COMPETENCIES

• Speaks up on Safety, Health and the Environment
• Takes Ownership and Acts with Integrity
• Drives Operational Excellence for Customers
• Builds Strong, Collaborative Relationships
• Develops People and Teams
• Cultivates Innovation and Embraces Change
• Thinks Strategically and Exercises Sound Judgment

WORKING CONDITIONS Some extended hours and weekend work required; and on call as needed for 24/7/365 system outages and emergency preparedness. Requires some travel.

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