End User Workspace Specialist

6 months ago

Cape Town, South Africa Kocho Full time

Complex escalations whilst offering mentoring and coaching to junior colleagues in order to upskills those resources.
- Provide technical resolution to the client issues raised in tickets.
- Leading on specialist fourth line support, and the design, implementation and documentation of new services.

Principle Accountabilities
- **Incident and Problem Management** - responsible for 3rd line incident and problem management in relation to End User Workspace problems, incidents and breaches. To technically lead on ensuring an appropriate and robust response to applicable incidents and problems, ensuring root cause analysis and resolution occurs.
- **Technical Subject Matter Expert** - To act and engage as the Subject Matter Expert (SME) on Digital Workplace, both within the department, wider function and overall organisation as required. As SME work closely with other specialist areas to build effective and creditable relationships to understand their End User Workspace requirements, responsibilities and the risk for example Cyber Security and Information Security.
- **Continuous Development** - End User Workspace is fast-paced environment with rapidly changing requirements and a high level of technical skill upkeep and development is required. The post holder will be responsible for ensuring their technical skills is kept up to date and relevant.
- **Governance** - The role is accountable to ensure that relevant industry frameworks and design principles are adhered to, contributing towards safe, secure and reliable End User Workspace solutions and services.
- **Communication**:

- Exceptional communication and collaboration skills with proven success to influence, inspire and support a diverse Tech community.

**Contact with others**:
**Internal**
- Technology / Information Management / Digital Policing / Professional Standards / Cyber Crime Unit. Act as a bridge between technical teams on End User Workspace matters. Manage stakeholders; raise any gaps in existing/new solutions and make recommendations of how to be secure by design to minimize business risk.
- Technology / Information Management / Digital Policing / Professional Standards / Cyber Crime Unit. Act as a bridge between technical teams on End User Workspace matters. Manage stakeholders; raise any gaps in existing/new solutions and make recommendations of how to be secure by design to minimize business risk.
- Working closely with Information Management/Information Security, Professional Standards and the Cyber Crime Unit on a constant basis to build up the appropriate levels of engagement, ensuring the sharing and cross-fertilization of relevant information and learning.
- Work closely with Technology infrastructure, networking and support teams to ensure robust solutions are effectively implemented and delivered, documented and service transitioned over to support.

**External**
- Contact with counterparts within Microsoft, Clients and other third-parties.
- Core IT suppliers (for development, testing and service handover and transition purposes)
- Operational stakeholders and technology vendors
- Other third-party suppliers

**Essential Criteria**
- Professionally qualified with a relevant degree/postgraduate qualification, or broad experience and proven success in an End User Workspace/development/specialist area.

**OR**
- Recognized M365 certifications**:Microsoft 365 Security Administrator Associate, Identity and Access Administrator Associate, Information Protection Administrator Associate, Teams Voice Engineer Expert, Enterprise Administrator Expert**

**Experience**
- Extensive technical third
- and fourth-line support experience in a large organization in relation to delivering End User Workspace technologies/solutions.
- Expert level identity management experience with a background IAM (Identity Access Management) solutions.
- Extensive experience of implementing, managing and reviewing compliance to specified information management policies and processes related to securing data in Microsoft 365
- Experience of working in teams within a complex, challenging environment setting and towards SLA’s and business objectives.
- Significant experience of implementing, managing and supporting End User Workspace solutions in a demanding environment.
- Strong experience of incident resolution, requests, changes and problem-solving activities delivered to agreed SLAs.
- Extensive experience of implementing, managing and/or administrating Microsoft 365.
- Experience of upskilling others in the use of digital technologies.
- Experience working with run critical national infrastructure either within the Public or Private Sector including 24x7x365 operational SLA’s and criticality.

**Skills**
- **Autonomy** - works under broad direction. Work is often self-initiated. Is fully accountable for meeting allocated technical and/or project objectives. Establishes milestones and can delegate when required.
- **Influence - **Influences organization, custo

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