TEKsystems Hiring for IT Infrastructure (Teams Service) Engineer at Cleveland Full Time

Description:

The Microsoft Teams Service Engineer (Teams) will serve as the service expert and service lead within Jones Day for the Firm’s Teams global enterprise implementations. The Engineer must have a mixture of: a) technical understanding of how Teams’ services function and the interaction of Teams with business functions and applications, b) a general understanding of add-on applications and tools, and the interaction of Teams with other applications, c) a detailed understanding of features capabilities, limitations, and configuration options available in Teams, d) the ability and follow through to document existing business processes and requirements, recommend and deploy Teams features and configurations to improve these processes, and e) a strong desire to continuously improve Teams services for Jones Day users. Additionally, the Engineer will effectively and promptly work with technical and non-technical end users, other departments, and vendors to resolve service problems, regardless of the underlying cause, handle escalated Help Desk issues related to Teams services, and respond to inquiries regarding Service capabilities.

The Engineer will work with Firm lawyers, departments, and groups to enable Teams for successful use, understanding and educating end users and support personnel on Service capabilities and limitations, product directions with new or planned functionality that may benefit lawyer use, and to understand information governance controls and limitations used to minimize risk of client and Firm data exposure to non-authorized persons.

As the designated Teams service leader, the Engineer will coordinate with other members of the Teams service team (comprised of representatives of various groups within IT) to develop feature and architecture roadmaps, plan for new releases, identify and respond to problems, work with other project teams to integrate Teams with processes and systems, coordinate with the Firm’s Information Governance (IG) group to assure Teams configurations support IG objectives, and perform similar activities that enable lawyers and staff to use Teams to greatest effect while complying with Firm policies and mitigating risks.

The selected individual will demonstrate creativity in solving problems and/or creating workarounds in real time and have a proven track record of successfully working with online meeting technology. The Engineer will develop comprehensive support plans and must be proactive in all aspects of managing and supporting the Service.

The Microsoft Teams Service Engineer is expected to perform all job duties with a commitment to providing superior service to departments, practices, and Firm clients; producing quality work products; and maintaining an atmosphere of teamwork and continuous improvement. Above all, the Engineer must meet the requirements of the position in a manner which is consistent with the Firm’s visions and values.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Ensure Microsoft Teams functions as a secure, high-performing, well-managed platform that is an integral component of the Firm’s communication, collaboration, and information management architecture

• Working with and across business groups and TSS teams, understand the business and technical requirements and implement capabilities of the Teams service to meet those requirements.

• Consult with Firm, department and TSS Management to establish product roadmap, licensing requirements, budget recommendations, planning and direction; application licensing research and recommendations based on user/system needs and vendor pricing

• Work with service team members engaging networking, security, workstation, support and other IT groups to design, implement and support MS Teams features and configurations, including monitoring, analyzing, reporting, and maintaining availability, ensuring data confidentiality and performance of MS Teams

• Liaise with the vendors’ support teams to troubleshoot and resolve problems as they arise

• Work with the Jones Day Audio Visual / Video Conferencing team to identity, troubleshoot, and resolve problems with Microsoft Teams used on conference room video/audio systems

• Effectively handle escalated Help Desk issues relating to online collaboration services; respond to end user inquiries regarding Service capabilities; track issues, identify underlying problems, and initiate problem response/resolution

• Stay up-to-date on all feature releases from Microsoft (for Teams); gain an in-depth understanding of releases in advance of use at the Firm; convey release information and service bulletins to IT and other departments; establish Teams roadmap based on product releases, Microsoft product strategies for other M365 applications and services, and other Jones Day IT initiatives affecting or integrating with Teams

• Post to the Firm’s IT blog as needed to announce new functional releases, configuration changes, planned outages, known service problems, or other information important for Help Desk and local IT support teams to know What about specific communications to departments or groups that would be impacted by a current situation or imminent outage?

• In cooperation with end user groups, plan, develop, and maintain session types, templates, and other standard configuration items to facilitate consistent meeting experiences

• Establish performance standards, monitoring tools and procedures, metrics, alerts, and analytics to track performance and respond to performance degradation

• Implement controls for information governance, access and user privileges, provisioning, compliance, and information protection; coordinate with the Information Security team to ensure services and configurations meet the Firm’s objectives for confidentiality, data protection, and privacy

• Establish best practices and standards for use of the Service, as well as checklists and quality control procedures

• Maintain Service configuration documentation, standards and procedures, checklists, and other operational, configuration, and support documents; work with Training team to build and review end user documentation

• Coordinate with vendors and TSS support team to properly monitor and report on platform trends

• Engage on related projects as time permits – e.g., migration to Office 365 services

Skills:

Microsoft teams, active directory, Windows, Infrastructure, azure

Additional Skills & Qualifications:

• Microsoft Teams advanced integration and application-level knowledge

• Strong and creative problem-solving skills with the ability to perform in a high-volume, time sensitive/deadline-driven environment

• Tenacious and relentless approach to problem-solving and removing obstacles for users

• A self-starter who can operate both independently and with IT colleagues across offices

• Willingness to research answers to obscure issues to keep Services running smoothly

• Have an eye for detail and a strong belief in documentation, communication, and collaboration

• Organized in terms of activities, communication, and documentation

• Able and willing to lead the Firm’s Microsoft Teams service team

• Able to identify patterns where convention, automation, procedures, or standards are necessary

• Able to remain calm and continue to perform under pressure

• Ability to track and troubleshoot Teams performance, utilization trends, user communities, etc. using engineer-level analysis and reporting tools

• Curious to find the root cause and proactively develop permanent solutions to resolve and prevent recurring issue

• Ability to establish and follow quality control procedures for webinar setup and technical support

• Good understanding of Microsoft Windows 10 and Chrome and Edge browsers; networking protocols and general networking concepts (e.g., TCP/IP, HTTPS, etc.)

• Familiar with helpdesk ticketing systems, in particular ServiceNow

• Some experience supporting other unified communication solutions, such as WebEx, Zoom, and GoToMeeting, is preferred

EDUCATIONAL/JOB EXPERIENCE REQUIREMENTS:

• Bachelor’s degree in information systems, information technology, or other technical field, or equivalent experience

• One or more certifications for Microsoft 365 preferred, in particular: Microsoft 365 Certified Teams Support Engineer Specialty; Microsoft 365 Fundamentals; or Microsoft Enterprise Administrator Expert.

• ITIL Foundations v4 certification preferred.

About TEKsystems:

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email [email protected]. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.