20 Sep
For out client EC we are looking for Skype for Business/Anywhere 365 Expert + M365 Expert
1. DESCRIPTION OF THE TASKS
Following tasks will be performed by external service provider:
- Manage the Skype for Business infrastructure and Microsoft 365 environment.
- Support the Anywhere365 infrastructure (knowledge of this solution or another call center solution is mandatory).
- Act as the primary Subject Matter Expert and lead technical point of responsibility for Messaging (Skype for Business) and call center solutions (Anywhere365).
- Lead the troubleshooting of all related service issues and provide recommendations for their resolution.
- Maintain service quality levels, overseeing diverse and complex customer service events that require focused effort to resolve.
- Manage incidents, problems, and changes to the service efficiently and effectively, following agreed and documented processes.
- Maintain system documentation, support procedures, and rota/cover arrangements, with a focus on proactively managing upgrade cycles.
- Develop expertise as the Subject Matter Expert to configure and maintain the on-premise Skype for Business service, including configuration, tuning, and scheduled maintenance.
- Manage the Anywhere365 service from a service administration perspective, including configuration, tuning, and scheduled maintenance.
- Support servers in a 24×7 environment.
- Perform daily, weekly, and monthly system checks, and develop approaches to improve, streamline, and automate the environment’s health status.
- Effectively manage your own deliverables, including tickets, small works projects, technical implementations, and upgrade projects.
- Demonstrate considerable experience in the design, implementation, administration, and maintenance of Skype for Business and Microsoft 365.
- Resolve and report on complex problems.
2. KNOWLEDGE AND SKILLS
Following skills and knowledge are required for the performance of the above listed tasks:
- Experience in managing high-demand, mission-critical systems in a 24×7 environment.
- Strong knowledge of Service Management disciplines: engagement, design, delivery, and maintenance lifecycles in IT services.
- 5+ years of experience with Microsoft Skype for Business.
- Proven experience with Microsoft Lync 2010/2013 and Skype for Business 2015/2019.
- Experience with telephony gateways (Sonus, AudioCodes) and VoIP technologies.
- Proficiency in the M365 environment (including Teams with telephony).
- General networking knowledge (load balancing, firewalls).
- Advanced PowerShell/scripting experience.
- Strong troubleshooting skills in complex environments with the ability to identify root causes quickly.
- Excellent written and oral communication skills, with good English proficiency (min. B2).
- Analytical and problem-solving mindset, solutions-oriented.
- Team player with the ability to work under pressure.
- Experience working in international and multicultural environments.
- Knowledge of Anywhere365 and SharePoint products.
- Knowledge of Microsoft SQL/PLSQL.
- Knowledge or experience in ITIL environments.
- Microsoft certifications (e.g., MCSE).
- Experience with Anywhere365 or other call center solutions.
- Knowledge of video bridging solutions (Cisco Meeting Server, WebEx).
- Experience with Active Directory and Microsoft Exchange.
- Familiarity with Intune and SQL.
- Knowledge of additional languages (e.g., French) is a plus.
- Experience with Anywhere REST API and telecom protocols.
- Reporting capabilities (availability, capacity).
- Knowledge of Microsoft SSRS/PowerBI and SCOM monitoring is a plus.
- Strong attention to detail and problem-solving skills.
- College degree or 5+ years of experience in complex IT environments.
Work shifts of 8 hours covering the time range between 07h00 and 20h00 from Monday to Friday with some flexibility required when overtime is exceptionally needed.
3. Specific Expertise
N/A
4. Certification and Standards
N/A
5. Service Delivery
▪ The services shall be performed remotely in Far-site location within EU territory only.
▪ Laptop will be provided by the Commission and must be collected in Brussels.
▪ Onsite presence may be requested with a notice period of 7 days.