Cloud Engineer: AD
2 weeks ago
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MINIMUM REQUIREMENTS:
- A Diploma in Information Technology at an NQF level 6.
- Five (5) years of relevant experience.
Certificates:
- Microsoft 365 Certified:
- Messaging Administrator Associate
- Enterprise Administrator Expert
- Azure Active Directory (Azure AD) Administrator
ADVATANGEOUS:
- Experience in Monitoring Enterprise Services (Network, Applications, Backups, Servers).
- ITIL Foundation.
KEY RESPONSIBILITIES:
Management of Systems In accordance with ITIL Methodologies
- Respond to calls and requests logged on to Helpdesk timeously and resolve them accordingly.
- SLA Management for Service Availability.
- Follow the change, incident, and problem management according to ITIL Frameworks.
- Continuous Improvements.
Operational
- Provide technical support for identity, messaging and on prem-hosted and cloud-based services and applications (E-mail and AD).
- Troubleshooting and resolving tickets reported by monitoring systems and tickets submitted through the ticketing system within KPI targets.
- Follow-up on technical cases including escalation to external partners.
- End-to-end coordination and implementation of approved changes per Change Management process.
- Active participation and support of Infrastructure Projects.
- Installing configuring, maintaining, and supporting applications and servers on-prem environments.
- Knowledge and experience in supporting Microsoft solutions.
- Understanding of enterprise IT Strategies and Concepts.
- Proven ability to effectively prioritize and execute tasks in a high-pressure environment.
- Submit technical documentation, bulletins and release notes for known errors.
- Communicate areas for improvement to management to improve.
Reporting
- Provide daily reports on Active Directory and Exchange service availability KPI's (e.g., replication status, mail flow health, directory sync status).
- Provide a daily report on all logged, open, and closed tickets related to AD, Exchange, and cloud services (Azure AD, Microsoft 365).
- Compile ad-hoc reports as required by the business, including user access trends, mailbox usage, and policy compliance.
- Generate daily automated reports of logged incident tickets related to AD, Exchange, and authentication issues, extracted from the Incident Management Tool (ITSM).
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