Serco Inc.

  • Skype/Teams Systems Engineer (Level III)

    ID
    34098
    Recruiting Location
    RL_VA99 - Virginia-Remote Office
    Work Location
    US-VA-N/A
    Category
    Information Technology
    Position Type
    Full-Time
    Security Clearance
    Other
    Clearance Details
    Ability to obtain a DOD a Secret Clearance
  • Position Description

    Provide technical leadership for the O365 Teams/Skype for Business service and its optimization across the global company’s infrastructure.  This is a collaborative role, functioning as part of a multi-disciplined team, to provide service delivery and continuous improvement in the service line.   The service is of a global nature, providing SME guidance, configuration and tenant settings management for the O365 environment.   The role will entail liaising with Microsoft, regional business units, other tech groups or 3rd Parties to address business needs.   International travel may be required. 

     

    Upon securing this role, the O365 Teams/Skype Engineer will join a dynamic team to help lead the design, support, and implementation of Microsoft solutions on a large enterprise scale

     

    Primary Responsibilities: 

    • As the O365 Skype for Business/Teams Administrator, you will function as the SME and technical resource in a global support function.   
    • Take ownership of the Teams Admin Center to provide guidance on tenant wide configurations and service improvements.
    • Keep up to date with the Microsoft 365 roadmap and emerging technologies with a focus on Teams, Phone System, and Audio Conferencing. Make recommendations to technical team and management on proposed improvements.
    • Provide SME guidance to other regional teams in the area of expertise. 
    • Write and keep technical documentation up to date. 
    • Support other O365 areas as needed such as email, Intune, Azure AD, other 365 applications; cross training provided. 
    • Resolve operational support issues and requests escalated to the team.    
    • Establish relationships with peers across the regions and Microsoft provided technical resources.
    • Effectively lead and/or participate in detailed technical discussions in area of specialty and develop required briefing materials to ensure the customer's needs are met. 
    • Participates and/or leads in team-based projects.  Must be accustomed to completing deliverables within time and budgetary constraints; develops SOPs, run books, and supporting documentation; development of service improvement plans.  
    • Understanding of how to interpret platform analytics and report data for troubleshooting and continuous improvement.   Experience with the Microsoft Call Quality Dashboard (CQD) is a plus.

    Qualifications

    Qualifications: 

    • Overall 5+ years of progressive IT experience with 3+ years supporting unified communications and collaboration platforms 
    • 3+ years Systems Administration experience supporting O365 environment with a strong understanding of Skype for Business and Teams.
    • Experience supporting other O365 services such as, Intune, Azure AD, AD Connect Sync, O365 policy & settings management preferred. Cross training provided.
    • Demonstrated knowledge and understanding of Unified Communications and Collaboration (UCC) services such as, calling plans, cloud connectors, direct routing , VOIP, audio conferencing, unified messaging, Teams enabled conference devices
    • Experience in troubleshooting voice/audio conferencing related issues.
    • Ability to write and maintain technical documentation
    • Excellent oral and presentation skills
    • Ability to explain technical procedures in business terms so that the customer understands
    • Ability to work with minimal supervision 
    • Prior experience with enterprise ticketing systems, such as Service Now (desired but not required)
    • PowerShell Scripting 
    • Ability to obtain a passport 
    • Ability to pass DoD Secret level clearance

     Education:

    • Bachelor's degree in an IT related field and/or related experience.
    • Industry certifications are a plus

    Working Conditions:

    • Must be flexible to adjust standard hours to help within other regional time zones (UK & Europe, Middle East, Australia) as needed. 
    • May be called upon to respond to high priority issues within the tenant 24/7 365. 
    • Telecommuting is allowed.

     

    Company Overview

    Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. Military, numerous U.S. Federal Civilian Agencies, the Intelligence Community, the Government of Canada, State and Local Governments, and Commercial Clients. We help our clients deliver vital services more efficiently, while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco has approximately 6,000 employees with an annual revenue of $1 billion and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset, and our success directly relates to our employees. At Serco, we listen, respect and support our employees and through continuous training, development and information-sharing, we advance talent internally, enhancing career growth and progression which enables not only our employees to excel but enables our customers to excel as well. It is not just a job at Serco; at Serco, we offer career opportunities. We invite you to become part of our dynamic team. Serco''s people share a passion for delivering ethical service, innovation, and a commitment to results. We trust our people to deliver. Serco is an equal opportunity employer committed to diversifying its workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).

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