Messaging Services Specialist

4 weeks ago

London, Greater London, United Kingdom House of Commons Full time

Job Overview

About the Role

The House of Commons is dedicated to providing top-notch technology and intranet services to all its users. Our team of over 450 skilled digital professionals is committed to enhancing Parliament's digital landscape through strategic initiatives and effective management of digital platforms.

The Productivity and Collaboration Team serves as the product owners for the collaboration tools utilized throughout Parliament. Our responsibilities include the provisioning, administration, and support of services such as email, file storage, records management, and video conferencing.

The Messaging Services Specialist position is designed to deliver advanced support and technical expertise for the messaging services overseen by the Productivity & Collaboration team. This role primarily focuses on a Microsoft Exchange hybrid environment, which encompasses both on-premises and Microsoft 365 platforms, along with the Mimecast email security gateway. Additionally, the Messaging Services Specialist will engage with various components of the M365 suite, particularly in areas such as licensing, SharePoint Online, and the M365 Compliance Portal.

Moreover, this position requires collaboration with the Videoconferencing Service Owner to provide support for our video conferencing services, including Microsoft Teams and Zoom. The role encompasses both routine support for daily operational issues and project-related tasks managed through the Request for Service process.

Key Responsibilities

  • Address and resolve incidents and requests related to messaging services, ensuring a high standard of case management.
  • Manage incidents and requests pertaining to messaging technologies, prioritizing as necessary and escalating issues to the Messaging Specialists or Service Owner when required.
  • Collaborate closely with relevant Digital Service Teams to leverage messaging-related knowledge and expertise.
  • Conduct investigations and diagnostics on areas of concern highlighted by service and performance data, ensuring effective communication with team members.
  • Work in conjunction with the Cyber Security Team to ensure rapid incident response to email-related security issues and proactively defend against emerging spam and phishing threats.
  • Manage time effectively to complete project work as agreed with the line manager and relevant project manager.

The responsibilities outlined above are not exhaustive, and the post holder may be required to undertake additional tasks as deemed appropriate within the scope of the role.

Qualifications and Skills

Criterion 1
Proven experience in applying a systematic and analytical approach to problem-solving for complex technical issues.

Criterion 2
Demonstrated ability to employ effective planning and organizational skills, prioritizing tasks to meet competing deadlines while ensuring quality and adherence to timelines.

Criterion 3
Experience in providing advanced technical support for a Microsoft 365 environment, including MS Teams, Zoom, MS Exchange, AzureAD, and M365 applications.

Criterion 4
In-depth understanding of managing and troubleshooting Microsoft Exchange in on-premises and hybrid environments.

Criterion 5
Comprehensive knowledge of messaging protocols (SMTP) and security standards (SPF, DKIM, DMARC), along with awareness of email-based cybersecurity threats.

Criterion 6
Experience in proactively contributing to and collaborating with a diverse team, enhancing overall team efficiency.

Benefits

For a complete list of benefits, please refer to our Candidate Information Pack, which includes:

  • Up to 35 days of annual leave in addition to public holidays.
  • Generous maternity pay policy, offering up to 6 months of full pay.
  • Attractive pension scheme options, both contributory and non-contributory.
  • Access to on-site facilities such as a subsidized gym, nursery, catering, post office, travel office, and GP services.
  • Flexible working options, including hybrid working arrangements and family-friendly policies.

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