The Office365 Support Engineer will play a key role in the delivery of high quality technical support for the business. Working closely with the Service Desk and Information Security Team, the Office365 Support Engineer will provide third line technical support, ensuring assigned calls are responded to, diagnosed and resolved swiftly and effectively in line with operational level agreements and service level agreements. He/she will ensure outstanding calls are regularly updated to reflect the current status. The Office365 Support Engineer will implement, maintain and improve technology related to desktop and end user system management. The incumbent will be a strategic thinker with strong technical and analytical skills, excellent problem solving skills and a dedication to resolving problems effectively and efficiently, and minimizing disruptions. This person will have the ability to work successfully with minimal supervision in an atmosphere of multiple projects, shifting priorities and deadline pressures.
Duties & Responsibilities:
Provide technical expertise on Office 365 services: Skype for Business, Microsoft Azure, Multifactor Authentication, Single Sign On
Maintain accurate documentation processes for areas of responsibility
Experience administering MDM Microsoft InTune
Review and respond to security events and alerts
Research various security incidents, their cause and effects. Work with Service Desk, Desktop Support, Server, Information Security and Network Operations team members as appropriate to troubleshoot, resolve and document specific internal incidents and/or breaches within established SLA's
Perform vulnerability management activities (identify, prioritize, plan, mitigate) using data derived from vulnerability assessment tools, in-house penetration testing, third party penetration test and audit results. Support audit and compliance activities by providing acceptable evidence of infrastructure controls and supporting information to auditors.
Image Development Activities: Create, test and develop current workstation images. test, evaluate, and package software and applications for workstation distribution
Perform patch verification related tasks. Work with operations teams to implement technologies, configurations, software deployments and updates.
Will present research and may assist in developing long-range plans to address problems. Conduct research and recommend new technology solutions.
Perform current state assessment, ongoing measurement, and continuous improvement of key security controls for all endpoint devices
Develop metrics and reporting structure demonstrating ongoing progress towards improvement goals and objectives. Develop software and hardware inventory reporting. Perform routine analysis and reconciliation of inventory.
Mentor and educate operations team members on secure configuration management and core security controls. Develop configuration standards and propose training and certification baselines
Record, and where possible, fulfill service requests
Manage high impact incidents affecting the technology systems and environments
Maintain an up-to-date level of knowledge with regards to technology, in particular security policies and company standards
Assist other members of the team when appropriate to complete tasks in the necessary timescale
Keep abreast of trends in technology and its application to understand current best practice, possible alternative solutions and to support problem solving
Manage own time to fulfill tasks efficiently, in the correct priority and to the required level of quality, within the context of the objectives supplied by manager
High School Diploma or GED from an accredited institution
Must be proficient with Active Directory (Users, Group Policies, Permissions)
Excellent knowledge of Windows operating System including windows 7/10 VMware is a plus
Experience working with Active Directory, MS Office, Office 365 administration, O365 services, and Azure, Windows and Mac environments, and a good understanding of networks
Must have at least 3 years of Desktop Engineering experience
Must have at least 3 years of SCCM and Intune experience
Help Desk/Desktop Support and Endpoint security technologies and concepts experience
Knowledge of Security policies and best practices
Experience with PowerShell or other scripting tools to integrate technologies and provide seamless solutions
Excellent verbal and written communication, problem solving and analytical skills, including the ability to produce usable and maintainable documentation
Microsoft SCCM Certification
Previous experience of working with ServiceNow or another relevant Service Management tool
Experience with Microsoft Exchange online desired
Ability to troubleshoot and resolve break/fix and configurations problems with iMAC, iOS, IPad, Dell PC, HP Laptops
Time management skills with proven ability to effectively coordinate multiple tasks
Experience in operations/support in one or more of the following areas: Security, 2-factor authentication, PKI and Disk Encryption technologies
Implementation of configuration and security settings using Active Directory Group Policy Objects
Knowledge and experience with related technologies such as mobility, messaging
Experience in encryption related technology (SSL, full disk encryption) Firewalls, Anti-virus, Content Filtering, Data Loss Prevention, Endpoint Security, and Email
Security networking certification is preferred (CISSP, CISM, CEH, GPEN)
Strong understanding of networking protocols and technology (IPv4/6, switching, routing, IPSEC/VPN, MPVPN, WLAN, MPL, 802.1x)
Advanced knowledge of network security concepts, best practices, and procedures
Strong background in supporting network and security technologies
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Healthfirst is a provider-sponsored health insurance company that serves more than 1.3 million members in downstate New York. Healthfirst offers top-quality Medicaid, Medicare Advantage, Child Health Plus, and Managed Long Term Care plans. Healthfirst Leaf Qualified Health Plans and the Healthfirst Essential Plan are offered on NY State of Health, The Official Health Plan Marketplace. Healthfirst offers Healthfirst Pro and Pro Plus, Exclusive Provider Organization (EPO) plans for small-business owners and their employees, and Healthfirst Total, an EPO for individuals.
Our members are our North Star and our mission is guided by their needs and preferences in ensuring a superior experience and access to the highest quality healthcare when and where they need it.
Healthfirst is proud to offer competitive compensation, comprehensive benefits packages, career enrichment, and opportunities for advancement. Our commitment to internal career growth lets you explore opportunities across the organization, and our culture of innovation means your ideas will be heard.
Our core organizational values and commitment to our employees promote a dynamic and supportive work environment that fosters professional and personal growth. Here, you can get the support, coaching, and training needed to advance your career.
As an Equal Opportunity and Affirmative Action employer, Healthfirst is committed to promoting diversity in the workplace.
Healthfirst is also in your community. We strive to strengthen the health of the communities we serve through our local offices, our partnerships, and our community events. Our families and friends are members, and some of our members even become employees.
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