Messaging & Collaboration Engineer

This role exists to ensure the day‑to‑day running of the college Messaging and Collaboration services are delivered to a high standard and in accordance with defined service level agreements. It includes proactive management and maintenance of all aspects of college Messaging and Collaboration platforms, adoption of new services into production and responding to incidents and service requests. The role is also responsible for continual service improvement ensuring that the college has appropriate and available Messaging and Collaboration services to support its ongoing needs. The Collaboration platforms can include all areas within the Microsoft 365 product scope. The Messaging space specifically covers the likes of Exchange Online/On‑Prem, Microsoft Teams, Viva Engage, MS Bookings, etc.

Accountabilities

• Responsible for the successful delivery of Messaging services within a Service Management framework and in line with the agreed college standards and Service Levels;
• Responsible for managing the resolution of incidents and service requests within Cloud Services, specifically within the Messaging & Collaboration space (Exchange Online, Microsoft Teams, etc);
• Responsible for supporting delivery of technological change across the whole of Microsoft 365;
• Responsible for supporting the security, resilience, backup and monitoring of the college Messaging & Collaboration platforms;
• Represent the Messaging & Collaboration services in Change Advisory Board meetings, daily and weekly Service Review meetings;
• Responsible for fostering a practice of Collaboration and continuous improvement within the Messaging & Collaboration team;
• Responsible for identifying and undertaking Service Improvements;
• Responsible for identifying opportunities to reduce environmental impact and implementing improvements;
• Responsible for working closely with the other teams within IT to provide an excellent IT Service;
• Responsible for contributing to proposed solutions to ensure they are fit for purpose and provide optimal value for money;
• Responsible for the adoption into service of new solutions ensuring operational suitability;
• Responsible for responding to customer improvement activity.

Key objectives

• To deliver Messaging/Collaboration Services in line with the agreed service levels.
• To ensure all Messaging/Collaboration Services are maintained to the correct architectural and technical best practice specifications.
• Be a stakeholder in determining whether a new release, affecting a service in production, is ready for promotion.
• Contribute to the delivery of updates or solutions to the supported Messaging & Collaboration environment.
• Possess a detailed understanding for all King’s College London’s Messaging & Collaboration platforms and the associated infrastructure.
• To operate in line with the College IT Operating Model and Values and to promote these within the Messaging & Collaboration Team.
• To contribute to the Messaging & Collaboration service/product roadmap.
• To drive operational excellence across Messaging/Collaboration Services.

Communication & networking

• Develop and maintain collaborative and inclusive relationships with peers, key College stakeholders, management and colleagues.
• Develop and maintain good morale within the Messaging & Collaboration team.
• Utilise effective communication skills to ensure that opportunities for service improvement, issues and impediments to success are clearly understood by the Head of Platforms Services and Solutions.

Decision making, planning & problem solving

• To develop and continually improve the college Messaging & Collaboration services.
• To deliver statistical information about Messaging & Collaboration services leading to improved services.
• Ensure the root cause of all Messaging & Collaboration P1, P2 and escalated incidents are obtained for the services you support and actively seek to eliminate such root causes through a practice of continuous improvement.
• Identify and aid the implementation of service improvements for the Messaging & Collaboration service’s that optimise costs, resources and service delivered.

Architectural and service delivery

• Adhere to a best practice Service Management and Architectural framework (ITIL).
• Ensure that user experience and satisfaction is at the forefront of all activities.
• Drive customer satisfaction to over 90% and ensure SLA attainment is consistently above minimum requirements for the Messaging & Collaboration services.
• Keep abreast of changing trends and market developments of current and future technologies.
• Identify new Messaging & Collaboration technologies that can provide benefit to the College.

Key Skills & Experience Required

• Education to degree standard and/or equivalent qualifications/experience (D)
• ITIL qualification (Foundation Minimum) (D)
• Excellent Exchange Online, Exchange On‑Prem, MS Teams and Microsoft messaging technologies troubleshooting skills and knowledge of problem resolution methodologies (E)
• Excellent messaging troubleshooting skills and knowledge of problem resolution methodologies (E)
• Demonstrated Microsoft 365, Microsoft Teams and Outlook support experience (E)
• Demonstrated Exchange Online/On‑Prem Security protocol knowledge and experience (E)
• Knowledge of IT Security protocols, processes, policies and standards (D)
• Experience of managing small projects (D)
• Experience in operational IT planning and execution (D)
• Experienced in working with IT service management, including change, incident and problem management (E)
• Experience of working with ITIL based Service processes and functions including Service Desk and Service Process Managers (E)
• Experience and knowledge of supporting technical solutions in a complex, multistakeholder environment (D)
• Good knowledge of industry technical standards (E)
• Experience of working with enterprise scale applications, infrastructure and software (D)
• Proven ability to write technical documentation (Runbooks, How to Guides) (E)
• Proven ability to support a set of complex operational services (E)
• Experience working in a Safe Agile environment to deliver service improvement (D)
• Appreciation of the contemporary problems and issues facing the HE sector (D)
• In-depth understanding of complex technical issues (E)
• Well‑developed technical skills, with particular emphasis on advanced troubleshooting (E)
• Demonstrated appreciation of the role of the academic school and departmental disciplines and their specific IT Support needs (D)
• Demonstrated flexibility and positive attitude towards the support of technical services in a fast‑paced environment with inherent risks and several stakeholders with differing views of success (E)
• Ability to identify and manage priorities (E)
• Excellent written and oral communication skills (E)
• Excellent relationship and interpersonal skills (E)
• Ability to articulate ideas to both technical and non‑technical audience (E)
• Innovative and proactive approach to work (E)
• Ability to set and achieve goals for self (E)
• Ability to communicate effectively with staff at all levels (E)
• Willingness to update professional knowledge and a commitment to continuous improvement (E)
• Excellent messaging support and configuration skills (E)
• Good working knowledge of the Microsoft 365 product suite (E)
• Experience supporting and managing SMTP relays and mail flow (D)
• Experience in Microsoft 365 Administration (D)
• Experience in Microsoft 365 Security & Compliance capabilities (D)
• Exposure to PowerShell scripting (D)

Employee Benefits

• Hybrid Working - Minimum of 5 days per month in the office
• 10% Performance related bonus
• 30 Days holiday and maximum of 8 public holidays (pro‑rata)
• Sick pay
• 4 Discretionary Christmas Closure Days
• Contributory pension scheme
• Life Assurance cover
• Service time - 3 Volunteer days per year
• Free onsite parking & Bike racks
• Annual leave purchase scheme - up to a maximum of 10 days (subject to national minimum wage requirements)
• Student Discount (access to Totum, Unidays & Student Beans)
• CycleScheme
• TechScheme
• Opportunities for formal training and professional certification
• Free access to Linkedin Learning
• Free access to Future Learn short courses
• Potential for internal promotion and advancement

Equality, diversity & inclusion

We are an inclusive and welcoming employer that encourages a wide range of applicants. We embrace diversity and want everyone to be able to bring their whole selves to work and succeed. This is in line with King’s College London (KCL).