Job Title: Associate Engineer - Collaboration Service
Career Level - C2
Introduction to Role:
Join our dynamic IT team at AstraZeneca as a Collaboration Consultant. Our team is responsible for document storage, workflow services, mail, calendar, and unified communication. In this role, you will assist with the design, development, implementation, and support of AstraZeneca's IT Infrastructure technology. You will work under the guidance of more senior employees and collaborate closely with third-party suppliers.
Core Skills
* MS Office 2016, and the version lifecycle of these products
* Exchange O 365 suites of products deployment and migrations
* Exchange O365 account administration and troubleshooting
* Exchange calendar/shared folder permissions and delegation
* Perform/create queries and user account management
* Migrations - Mailboxes, Public Folders, User Profiles
* Microsoft Azure administration - adds, moves, and changes
* Troubleshoot/resolve escalated Help Desk issues relating to O365
* Managing MS Teams & troubleshooting/resolve real-time issues
Typical Accountabilities
* Responsible for monitoring alerts handling
* Responsible for handling service requests
* Responsible for diagnosing and fixing P3 & P4 end-user related incidents
* Responsible for building and deploying servers and other infra services
* Initial triaging, and remediation if possible, for all P1 & P2 incidents or escalate to senior levels
* Responsible for incident queue monitoring and management
* Responsible for creating & implementing change requests
* Responsible for fulfillment requests of standard changes (request for data, request for information, server builds, other service catalogue items)
* Responsible for creating and updating Known Error documentation
Education, Qualifications, and Experience
Essential
* Bachelor's Degree or equivalent with 1 to 3 years operational experience
* Experience in managing incidents, problems, changes, and capacity management aspects
* Demonstrated ability to handle a large number of incidents via any ITSM tool
* Flexibility to work in shifts on a rotational basis covering Americas, EMEA, and ASIAPAC regions 24/7
* An ability to work effectively in a matrix organization is essential
* A self-starter with high levels of drive, energy, resilience, and a desire for professional excellence
Desirable
* Diploma/Bachelor’s degree
* Multiple years of work experience in technical teams working in shifts
* ITIL Certification and any one technical certification
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