Product Specialist (PS Core) – Microsoft Cloud Support Specialist 

Key Responsibilities:

• Technical Lead for all Office 365 related services and technology

o Office 365 Productivity Application Support (Word, Excel, PowerPoint, OneNote)

o Skype for Business – video, meetings, collaboration support

o OneDrive for Business – support, execute department plans/migration of user data

o Exchange Online – support and documentation the changes Exchange Online will introduce as the Office of Administration migrates all mailboxes to Exchange Online

o Documentation and support for O365 SharePoint Online and Delve

o Documentation and support of Office Mobile Apps on mobile devices

o PST Migration – migration support and documentation as the department migrates PST data to online mailboxes (network upload or drive shipping)

o Subject matter expert for implementing Microsoft Azure Infrastructure Solutions to support the departments effort to integrate with Azure Application Integration and Data/Analytics Solutions

o Attend webinars and stay current with the new features that are constantly being offered or changing; keep up to date with Office productivity applications and their integration with each other and Office 365 hosted services

• Active Directory Administrator

o Support for teams requiring AD support – LDAP integration, Certificates, Group Policy Admin, Domain Controller deployment and support

Position will work closely with:

• BIO Security Team – proxy issues, migration input for moving from IP to URL with wildcard configuration

• BIO Core Network Team – bandwidth impact for data migration of PST to Exchange Online & user data to OneDrive for Business

• BIO SCCM Team – assist with keeping Office Applications updated; updates are now monthly – keep abreast of the changes that are being released and understand what impact or new features the department will benefit from

• Workstation Support Teams – issues with Office Apps installed on PC’s and laptops

• BIO Mobile Device Management – document, test, support mobile Office Applications, with focus on issues with Multi-Factor Authentication (issues, technology roadmap), Skype and OneDrive for mobile employees and consultants

• PennDOT Trainers -  provide support to trainers in support of the departments Office 365 training and adoption plan.  Includes assisting with how-to documentation and putting together slide decks for presentations.  As trainers encounter barriers or are made aware of issues the user community has with any services, take ownership to resolve issues as they are reported.

• Office of Administration – tenant issues, provisioning, reporting, licensing, and compliance

Qualifications/Requirements

• Minimum 10 years composing technical documentation for end-users and technical support teams.

• Minimum 10 years supporting Microsoft Office Software.

• Must have strong scripting skills (VB Script, PowerShell)

• Minimum 8 years troubleshooting web browser application issues.

• Minimum 5 years providing Microsoft Windows 7 support in an enterprise environment.

• Minimum 5 years supporting mobile users – laptops/tablets/smart phones.

• Minimum 4 years providing Microsoft Windows 8/10 support in an enterprise environment.

• Minimum 3 years installing, configuring, supporting Microsoft Office 365 Apps on mobile phones.

• Minimum 3 years supporting Skype for Business – setup of headsets, microphones & setup in conference rooms.

Desired Characteristics

• Strong track record of understanding and interest in current and emerging technologies demonstrated through training, job experience and/or industry activities.

• Strong team player – collaborates well with others to solve problems and actively incorporates input from various sources.

• Demonstrated customer focus; building strong customer relationships.

• Strong analytical skills – strong problem solving skills, can communicate in a clear manner and effectively evaluates information to make decisions; anticipates obstacles and develop plans to resolve them.

• Change oriented – actively generates process improvements; supports and drives change, and confronts difficult circumstances in creative ways.