100% remote position||Microsoft Admin

Job Description: 

• Microsoft’s E5 service, including but not limited to Exchange Online, Enterprise Security & Mobility, and Office365.
• Microsoft Azure cloud.
• On-premise products, such as System Centre and Windows operating systems.

Minimum Qualifications

• Consultant must provide similar services to organizations of the City’s size.
• Must be able to provide services on a 24×7 basis.
• Must have multiple experts on staff to respond to incidents.

Services To Be Provided

• Provide priority technical support of Microsoft’s M365, Azure and on-premise products and deployments on a 24×7 basis.
• Initial response to incident requests within agreed upon Service Levels.
• Incident resolution.
• Coordination with any other vendors necessary to resolve Microsoft support issues.
• 24 x 7 access to qualified support engineers.
• Collect, track and manage service requests and incident tickets.
• Escalation management and an expedited escalation process.
• Assistance for proactive Microsoft-related projects, rollouts, diagnostic checks, etc.
• Problem management, such as identifying trends and remediations for chronic issues.
• Escalation to Microsoft and coordination of escalations when necessary.
• Comprehensive account management and reporting.
• Provide an online case management tool, accessible to select members of the department of Information Technology, to track incidents and requests.
• Provide an account management team. Service Levels Services must be provided 24×7. The City’s expected response and resolution times are as follows:
• Critical Priority – a critical priority is defined as an issue that requires immediate attention. The issue is causing a major impact to City’s business operations, such as a production system is not functioning and there is no workaround. Consultant is responsible for responding within 1 hour of being contacted, with the issue being resolved within 4 hours.
• Non-critical Priority – a non-critical priority is defined as an issue that is of lower impact to the City’s business operations, such as a partial production outage or a workaround has been identified. Consultant is responsible for responding within 4 hours of being contacted, with the issue being resolved within 3 days