JOB PURPOSE:
The Group Specialist: EMENAC Infrastructure and EUC Support plays a key operational role in the Infrastructure and Collaboration Support Services team within Group Digital Technology. This role is responsible for the administration, support, and continuous improvement of enterprise infrastructure and collaboration platforms and EUC services, aligned with GDT standards as designed by the Platform owners, to the EMENAC regions specifically. The role will further contribute skills and capacity to the benefit of GDT Infrastructure and Collaboration Support Services as required. The incumbent ensures optimal performance and adoption of collaboration tools such as Microsoft Teams, SharePoint Online, Outlook, OneDrive, and related Microsoft 365 services. The role also involves working with cross-functional teams to streamline collaboration workflows and enhance the digital employee experience in line with business needs.
KEY PERFORMANCE AREAS:
Support & Operations
- Provide first and second-line support for collaboration services including Microsoft Teams, SharePoint Online, Outlook, OneDrive, and other M365 tools.
- Troubleshoot and resolve incidents and service requests related to collaboration platforms via the ITSM system (e.g., ServiceNow).
- Act as the escalation point for collaboration-related issues for the region from Service Desk and other IT support tiers.
- Coordinate with internal and external vendors to ensure the availability and stability of collaboration services.
- Provide support for Teams Telephony, including call routing, user setup, number assignment, and troubleshooting.
- Support meeting and conferencing technologies, ensuring seamless performance across platforms (e.g., Teams Rooms, Outlook Calendar integrations).
- Provide 1st & 2nd level support for all client business applications, including configuration of hardware, operating systems, software and network connectivity
- Maintain and monitor all network, security and computer systems to meet current and future requirements and Install operating system and application patches or updates
- Maintain IT equipment and software registers in order to maintain a log and have accurate tracking
- Provide user support, log and resolve issues within required turnaround times and ensure visibility of status reviews and reports
- Ensure system set up and management tasks are performed on the applications and hardware, while monitoring server availability
- Test all changes to networks, hardware, software, and hosted applications prior to live use
- Monitor systems and identify performance issues proactively and identify solutions to remedy
- Troubleshoot network connectivity problems, and liaise with respective network operators to ensure minimal disruption
- Support and maintain printer consumables, computer peripherals, and audio/video conferencing facilities to ensure smooth business operation
- Coordinate purchase of Infrastructure Hardware, Software, Peripherals, Consumables and Services based on specifications and as per defined approval
- Liaise with suppliers to ensure timely delivery of equipment and services as per agreed PO and within defined time limits
- Identify and execute proper patch management activities for laptops and servers in order to ensure continued performance of equipment
- Work in collaboration with the rest of the GDT team while also being involved with Aspen operations in other parts of the world
- Actively maintains IT helpdesk application with all information and ensure meeting helpdesk ticket SLAs as per SOPs
- Follows IT Quality and Validation SOPs and creates relevant documentation
Administration & Governance
- Administer and manage Microsoft 365 collaboration tools including Teams, SharePoint, OneDrive, and Exchange Online.
- Implement and maintain governance, compliance, and security policies for collaboration platforms (e.g., data retention, access control, external sharing policies) aligned with GDT platform owner approved standards.
- Manage user permissions, team and site provisioning, naming conventions, and lifecycle policies.
- Administer and manage Adobe platforms, including Adobe Sign and Adobe Creative Cloud products, ensuring license compliance and user support.
- Assist in license management and capacity planning for infrastructure and collaboration services.
- Ensure collaboration environments are aligned with IT and data protection standards.
- Ensure daily backups are performed as per agreed procedures
User Enablement & Adoption
- Assist in driving user adoption through training, awareness campaigns, and onboarding of new features.
- Develop and maintain user-facing documentation and knowledge articles (FAQs, guides, how-to videos).
- Conduct user training sessions and one-on-one support where needed.
- Collaborate with HR, Internal Comms, and Business Units to integrate collaboration tools into daily operations.
- Champion best practices in digital collaboration and productivity.
- Create user documentation and training guides in order to ensure adequate knowledge management
- Consult with users to provide appropriate ergonomic configuration
Continuous Improvement & Reporting
- Monitor platform usage, performance, and user satisfaction using built-in analytics and reporting tools.
- Identify opportunities for automation, integration, and workflow optimisation within collaboration platforms.
- Participate in the planning and rollout of new collaboration technologies and features.
- Stay up to date with Microsoft 365 roadmaps and assess potential business impact.
- Provide regular reports to management on service performance, adoption, and incidents.
- Matric / Grade 12
- B.Com / BSc. Computer Science or equivalent work experience
- Current industry certification (i.e., ITIL, COBIT, GxP, GAMP etc.)
- Microsoft 365 and Endpoint Management certifications (preferred)
- Cisco CCNA/CCNP experience
- VMWare certification
- In-depth knowledge and hands-on experience with Microsoft 365, infrastructure and collaboration ecosystems
- Customer service experience and mindset.
- Strong technical knowledge of Microsoft Teams, SharePoint Online, OneDrive, Exchange Online, and related M365 services.
- 8+ years of experience supporting and administering Microsoft 365 collaboration platforms and supporting infrastructure (desktops and servers)
- 8+ years in IT service delivery and digital workplace technologies
- Understanding of governance, compliance, and security within collaboration and infrastructure platforms (DLP, retention policies, access management)
- Strong troubleshooting skills in conferencing tools and messaging platforms
- Ability to configure collaboration tools, manage permissions and governance policies
- Exposure to automation and integrations within Microsoft 365 or other platforms
- Strong troubleshooting skills for supporting workspace and end user computing services
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