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EY Microsoft Office 365 Level 3 TEAMs Support Specialist in Frankfort, Kentucky

Microsoft Office 365 Level 3 TEAMs Support Specialist

Core Business Services

Requisition # UNI00IGT

Post Date Jun 18, 2021

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

From strategy to execution, the Government & Public Sector (GPS) practice of Ernst & Young LLP provides a full range of consulting and audit services to help our Federal, State, Local and Education clients implement new ideas to help achieve their mission outcomes. We deliver real change and measurable results through our diverse, high-performing teams, quality work at the highest professional standards, operational know-how from across our global organization, and creative and bold ideas that drive innovation. We enable our government clients to achieve their mission of protecting the nation and serving the people; increasing public safety; improving healthcare for our military, veterans and citizens; delivering essential public services; and helping those in need. EY is ready to help our government build a better working world.

Our GPS Technology Organization is a structure within the US GPS practice that implements and maintains a new operate and technology model designed specifically to support U.S. defense and Government engagements.

The opportunity

EY is a global leader in Consulting, Assurance, Tax, and Strategy and Transaction Services. In our globalizing economy the availability of skills and expertise is becoming more and more distributed. Within the End User Technology Experience team, we enable EY professionals to meet the increasing pace of business by delivering productivity and collaboration solutions that empower them to work together where they want and how they want.

As the Microsoft Teams Operations Engineer, you’ll have the responsibilities within a team of L3 and you’ll support various application platform services across a range of business portfolios. You’ll support the end-to-end aspects of services under their remit including but not limited to service engineering, L3 End User Collaboration Application Business support, Escalation management, Vendor management and service roadmaps and standards. Closely working with product manager, project managers, Architects, team leaders and technical leads, you’ll resolve issues which arise within projects. You’ll also participate in any escalations, root cause analysis and service optimization for a given service or product.

The End User Technology Experience requires a seasoned engineer to provide technical guidance on Teams Platform solutions and O365 Cloud Services. You must be a self-starter with Agile framework experience and provide RISK/Technical architecture leadership.

Your key responsibilities

The role may require minimum travel, participate in workshops and available in US business hours. This role is for 12/5 support and requires working in night shift periodically for an on-call support for P1S1 and P1S2 tickets.

  • Effectively aid on services or incidents initiated by customers for Microsoft Teams services

  • Capture, triage, troubleshoot and resolve issues, escalate when needed, engage 3rd parties as needed to fulfil support needs

  • Service Health monitoring using MS 365 console and actively respond based on system alerts and notifications

  • Coordinating with different escalation teams during high severity Incidents or new projects

  • Liaising with appropriate teams for the development of corrective actions or viable workarounds to resolve major incidents

  • Execution of process engineering and operational improvement initiatives, automation, efficiency for platforms/products

  • Providing input into product selection and standards, design, and certification

  • Adhering to firm’s Develops, Agile Transformation and ITIL methodologies

  • Maintaining effective and consistent communication with teammates, peers and the leadership team

  • Raising risks and issues to the team technical lead, team lead and project managers whenever necessary

  • Resolving and act as escalation and coordination point for incidents and problems related to escalations from service desk and performs root cause analysis

  • Requirements gathering for design, development and deployment of a platform or product ensuring adequate resiliency

  • Providing operational readiness activities aligned to Microsoft Teams and potentially supporting services such as SharePoint Online and OneDrive for Business

  • Partnering with the support team to work through tickets to share and document knowledge and best practices with the aim for the team to support independently

  • Providing suggestions and improvements on troubleshooting process

  • Acting as subject matter resource on Teams support and operational ownership

  • Identifying where concerns may exist and the ability to deliver services and provide appropriate support

  • Performs targeted communication or training to ensure service desk staff are ready to support

  • Planning, scheduling and monitoring work activities in order to meet time and quality targets

Skills and attributes for success

  • Demonstrate the passion and dynamism to handle potential issues on various MS Teams modalities

  • Experience with multi-geography, multi-tier service design and management

  • Flexibility to adjust to multiple demands, work shift priorities, ambiguity, and rapid change.

  • Efficiency in documentation and presentation skills are value adds

  • Brings proven industry leading technical expertise in Lync, Skype for Business and Collaboration tools

  • Strong verbal and written skills including strong cross-cultural communication and the ability to draft effective communications

  • Ability to work with people in a variety of cultures, countries and time zones

To qualify for the role you must have

  • Deep knowledge and experience in managing MS Teams and its modalities

  • Sound knowledge in Azure AD Group, Office 365 Platform, License Management and O365 Groups

  • Sound working experience in Office 365 Platform services in SharePoint Online, Teams and One Drive for Business

  • Good level knowledge in Voice services, MS teams Enterprise voice skills is highly desirable

  • Platform Expertise using Microsoft Graph, Power Apps, Flow and O365 Groups

  • Good understanding of the technical aspects of the product(s)

  • Adapts personal communication style to the style of others, develops rapport and stays calm under pressure or escalating issues using advanced oral and written English communication skills

  • 5 plus years of experience in comparable technical support role with 3-5 plus years of experience in Teams Support role

  • Bachelor Engineering or Science discipline or related work experience

  • Ability to obtain and maintain Top secret security clearance

Ideally, you’ll also have

  • Azure AD, O365 or Teams Certification

What we look for

Individuals with strong business and technical acumen who demonstrate drive, vision, teaming and purpose and are passionate about helping our clients achieve their goals.

What we offer

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options. Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

  • Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.

  • Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.

  • Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.

  • Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

The exceptional EY experience. It’s yours to build.

*EY | Building a better working world *

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.  

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.  

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today. 

EY is an equal opportunity, affirmative action employer providing equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.

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