Your Responsibilities
The Workplace Technology Senior Associate is responsible for managing and maintaining our organization's Technology infrastructure and Workplace technology ensuring optimal performance, reliability, and security.
This role will involve overseeing day-to-day IT operations, troubleshooting technical issues, and implementing best practices for IT management. The job holder will be responsible for optimizing our ITSM framework, managing and securing our hybrid cloud setup hosted in Hyper-V and MS Azure Cloud.
Key Responsibilities:
- Assist the Infrastructure and Workplace Technology Manager with monitoring the incident and request queues, prioritizing & keeping VIP users updated, reconciling user accounts, etc.
- Design, implement, and maintain efficient and scalable systems for both production and UAT environments.
- Perform IT infrastructure management functions such as configuration, management, and delivery of IT projects.
- Monitor and troubleshoot network performance, availability and security issues across multiple locations and regions.
- Implement new installations and upgrades of servers and new technologies
- Review and update Infrastructure policies and rules to ensure compliance with security standards and best practices.
- Ensure backup and recovery systems are effective, tested and updated regularly.
- Liaise with external suppliers, where necessary, in order to install or apply updates to externally supported systems efficiently.
- Monitor technology reliability, identify user needs, analyse data, and produce accurate reports to support decision-making processes.
- Identify, analyse, and resolve infrastructure vulnerabilities and application deployment issues.
- Perform basic functions such as administration, debugging/software troubleshooting, information assurance scanning, software installation/testing, and software/hardware upgrades.
- Oversee the daily operations of the Workplace technology function to ensure the functionality, availability, and security of Endpoints, data, backups, and communications; troubleshoot and remediate issues that arise.
- Hands on technical experience in O365
- Own the progress of the call from inception to resolution and keep customers informed of the progress of their reported incident and requests.
- Partner with Information Security team to implement and operationalize security controls.
- Develop department policies, process and procedures documentation and provide internal training to department and impacted end users.
- Manage IT vendors, contracts and service level agreements and perform vendor risk assessments.
- Ensure that incidents and requests are handled according to Workplace Technology Services SLA's.
- Maintenance of troubleshooting logs for frequently recurring incidents for proactive root-cause resolution and prevention planning.
Qualifications
You're a passionate Workplace Technology Senior Associate, whose main goal is to deliver a premier service to the wider business. Customer service is paramount to its success, and you strive to maintain a high bar.
- Proficient with Managed Engine, Windows, Office 365, Outlook and AD to receive, log and resolve calls made to our internal Lockton MENA Service Desk.
- Bachelor's degree, preferably in Computer Science or related field.
- 10-15 years hands on experience in network engineering and administration.
- Proficiency in Azure services, Windows Server, and O365
- Extensive experience in cloud computing and network administration
- Project management principles is required.
- Solid knowledge in the areas of virtualization, networking, storage, Linux and Windows system.
- Technology-related certifications: CCNA, Microsoft AZ-104/AZ-303/AZ-304, O365 are a must. PMP is preferred.
- Working experience in MS O365, MDM
- Excellent verbal and written communication skills
