Smith & Nephew

About Smith & Nephew

IT Infrastructure Specialist - III Department: Enterprise Technologies, End User Computing, Office365 Summary of the position: The Sr. Unified Communication Engineer is responsible for providing technical support for the installation, maintenance and configuration of telecommunication, Unified Communications and collaboration technologies and solutions used throughout the Enterprise. This includes collaboration, telephony, voice mail, faxing, video, video recording, audio recording, audio conferencing, Messaging, IP, VC, Skype, Mobile Network. Oversee the design and execution of upgrades and maintenance activities on assigned platforms. Resolve escalated service or problem issues with other team members. This role will provide leadership to an international team during the US hours and provide day-to-day technical incident, problem and configuration support for Office365 Messaging and Collaboration platform. Installs, configures and troubleshoots Exchange on premise systems used for Office365 Hybrid as well SMTP Relays in support of non-Office365 clients sending mail as well future requirements that utilize the Hybrid environment. Need to stay current on both technological advances and user application changes on the Office365\Cloud platform. Represent Client Services team in GBS along with IT partnership in Change Management and Problem Management Processes. Communicates highly technical information to both technical and non-technical personnel as part of troubleshooting and problem support with our internal customer community. May suggest hardware and software solutions or alternatives while adhering to the department standards, policies and procedures. May participate in the development of information technology and other related processes and projects. Major duties and responsibilities: Attend Project Meetings representing the team and the services provided by team. Provide technical expertise for team that troubleshoots and manages resolution of operational problems for assigned software or hardware technologies in the Unified Communications and telecommunications areas Document requirements for test plans and customer acceptance. Oversee as well as build, configure, and/or upgrade new or existing system components to meet functional requirements Ensures appropriate and timely escalation of issues and problems to other team members and external vendors as necessary, ensuring prompt and accurate resolution and appropriate visibility. Lead the design, installation, configuration, and maintenance of technologies, software and solutions following established procedures and change control standards. Monitors the post-installation verification to ensure business needs are met. Monitors and manages the health of solutions and services by utilizing available tools and following reporting guidelines. Maintains system documentation and contributes to the departmental documentation repository and maintains intranet documentation for accuracy and completeness. Serves on a team on-call rotation schedule to address emergency production issues. Participates in technology roadmap discussions and planning. Assist junior staff while they perform diagnoses and fixes basic system problems. Maintains up-to-date awareness of industry developments and best practices in area of specialization. Assists with research and development of new products or services. Provide Subject Matter Expert guidance on: Office365, Exchange Administration, Onboarding and Offboarding scripting and lead the team in continuous improvement Attend meetings with Change Management, key solution partners, and Smith & Nephews teams and provide SME leadership representing our team. Work within the IT Client Services teams and assist in continued operation support and features enhancements of Office365, and supported services. Work within the IT Client Services teams and assist in management of each new Office365 service as offered to Smith & Nephew. Answer, evaluate and prioritize requests for assistance from users experiencing problems with Office365 solutions (Cloud or Client). Outlook Skype, Teams (for example) as well as all Browser or thin client usage. Familiarity with Windows 10 and Windows 7 in order to support the client usage of Office365. Provide support for Smith & Nephew mobile devices (iPhones, iPads, Android, etc.) in their connectivity and usage of Office365. Responsible for limited training of GBS/IT worldwide teams that provide Level I or Level II support of Office365. Supports audio visual and video conferencing equipment as it related to integration with Office365 and the Smith & Nephew Video Conferencing team. Within the areas of responsibility, understand and comply with Smith & Nephew safety, environmental and quality practices and procedures as outlined in organizational/ departmental guidelines and SOPs as well as applicable federal and local regulations. Other duties than stated above may be assigned to the Employee. Qualifications: Education: Bachelors degree or equivalent from four-year College; or 5-8 years related experience and/or training; or equivalent combination of education and experience in Office365/Exchange Administration/Collaboration Experience in a business environment: Associate (3 year) or equivalent with focus in VoIP, Networking and Contact Center Engineering. 5 - 8 years of relevant telecommunications experience. Subject Matter Expert on the following: Unified Communications with Exchange Server Current versions Cloud and on-Premise. Exchange Hybrid Server to bridge Exchange Online and traditional on-Premise. Office 365 Current production offerings (Exchange, Sharepoint, Teams. Skype, OneDrive, etc). Knowledge and hands-on experience with Voice services over soft, fixed and mobile phones over switched, IP and mobile networks. Video conferencing services including VC rooms, bridges, room/office devices. Messaging, sharing, whiteboard collaborations as part of Skype / TEAMs Maintain communication skills both verbal as well as written, technical education, and industry direction to quickly understand the infrastructure technologies such as network, VoIP, telephony and integration standards. Experience with collaboration solutions; video, conferencing, recording, and faxing. Powershell Scripting is required to be able to automate and or manage existing scripts used in the daily management of Active Directory, Office365 and Unified Communications prospective. Excel 2016 experience with vLookups, and Filters is crucial skill required for daily management between AD and Azure. Teamwork: An individual who can work effectively in a collaborative environment and foster teamwork with their peer group, their local & virtual team colleagues and with employees outside of the IT function. Technical Expertise: The job holder must have a background in successful information technology systems associated with their functional area as well as cross functional experience. Ability to read, analyze, and interpret the most complex documents in Technical English. Respond effectively to the most sensitive inquiries or complaints. Ability to provide user support, installing and troubleshooting of the Microsoft Windows 10, Windows 7 as it relates to Office Professional 2016 and the future Office Professional 2019 software package. User administration in Active Directory environment. Experience of root cause analysis and problem solving methodologies. must have knowledge of Microsoft Outlook 2010, 2013, 2016, and be prepared for Outlook 2019. In addition to all Office365 clients (thin and fat). Office 2016 Perpetual client and Click to run is beneficial and related Smith & Nephew software. at Smith & Nephew we offer private health care | multisport card | life insurance subsidies for trainings | postgraduate studies annual bonus | sharesave plan | going extra miles program subsidized meals and fruits | integration parties possibility of working remotely | flexible working hours possibility of growth in the life sciences start-up company caring, collaborative and courageous business environment relaxation zones in the modern workplace #LI-AC1

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Legal Form: AG

Company Type: Private

Company Size: 5001 - 10000

Revenue: 10 - 50 billion (ZAR)

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Job Ads per Month: 108.4

Hiring Locations: 161

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