Vacancy expired!
Position: Microsoft Admin Duration: 1 year Location: Minneapolis, MN (Onsite from day1) 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 Center 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 24x7 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 24x7 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 24x7. 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
Vacancy expired!