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Job Summary
Under the general supervision of the Deputy Chief of the Infrastructure and Operations Division in the Information Technology Department of the Fund and working in cooperation with the Service Delivery Lead (Collaboration Services), the ideal candidate will be responsible for supporting collaboration platforms (IP Telephony, Conference Room solutions and Office365) and providing end-user support. In partnership with the Service Delivery Lead, the engineer will be considered one of the IMFโs subject matter experts on the domain and the specific platforms in use at the IMF.
In addition to the knowledge and experience with various collaboration platforms/architectures, the position requires experience and expertise in the following areas as they relate to the managing platforms:
Microsoft Teams Room, Microsoft Teams Phone
Microsoft Teams, Webex and Zoom meeting Platforms
Office365 services
Digital Signage
Office365 and Cloud security
Session Board Controllers
Cloud connectivity configurations (ExpressRoute)
Azure AD, Conditional Access
PowerShell Scripting
Major Duties and Responsibilities
- Ensures the highest level of service quality, closely liaising with process owners and managers, Corporate IT, Architects, IT security, and other stakeholders to ensure compliance with the departmentโs strategy, policies, and standards for the entire lifecycle of the services delivered.
- Provide technical support to end users, troubleshoot issues, and ensure optimal user experience across all platforms
- Manages and supports Microsoft Teams Phone and Microsoft Teams Room systems.
- Facilitates seamless hybrid meetings by ensuring smooth operation of both physical and virtual meeting tools.
- Oversees the setup and maintenance of conference rooms, ensuring all necessary equipment is available and functioning properly
- Manages and maintains digital signage systems, ensuring content is up-to-date and displays are functioning correctly.
- Provides support for Teams, Webex and Zoom meeting platforms, assisting users with setup, troubleshooting, and best practices for these tools
- Reviews existing environments regularly and makes recommendations for improvements.
- Manages and supports Office365 platform including Exchange Online, SharePoint Online, etc. Assist users in setting up, managing, and troubleshooting issues related to these platforms.
- Manages standards and best practices for optimal use of collaboration services.
- Generates scripts and templates required for the automatic provisioning of resources.
- Identifies, analyzes, and resolves infrastructure vulnerabilities and application deployment issues.
- Monitors and optimizes the environment.
- Oversees and directs the Managed Service Provider (MSP) support team to provide Collaboration services.
- Ensures that value is achieved as anticipated from the MSP relationships, especially that the overall services are delivered as expressed in the service contract.
- Evaluates and reports defined KPIs to support client IT Management decision making.
- Reviews and monitors MSP service delivery and management problems, process issues, and escalation procedures.
- Works with platform owners and project teams to facilitate prioritization of work in alignment with the business and Managed Service Providers (MSP) response to demand.
Minimum Qualifications
- Advanced university degree in computer science, engineering, mathematics, or related field of study or equivalent, plus a minimum of four (4) years of relevant professional experience; OR,
- Bachelorโs degree in computer science or a related field of study plus a minimum of ten (10) years of relevant professional experience is required.
- Demonstrated experience in ITIL-based Service Management role.
- Minimum of 5+ years of Collaboration systems experience required, including designing, implementing, and supporting Unified Communication and Collaboration environments.
- Experience with cloud infrastructure resource management Experience with cloud security best practices.
- Desired experience with Office365 platform management.
This is a one-year contractual appointment. Contractual appointments at the IMF are renewable for up to four years of cumulative contractual service, pending incumbent's performance, budget availability, and continuous business need.
Department:ITDIO Information Technology Department Infrastructure & Operations
Hiring For: A11, A12
The IMF is committed to achieving a diverse staff, including age, creed, culture, disability, educational background, ethnicity, gender, gender expression, nationality, race, religion and beliefs, and sexual orientation. We welcome requests for reasonable accommodations for disabilities during the selection process.