Unified Communications and Collaboration Senior Associate

Overview of Role

Responsibilities   

In collaboration with the IT outsourcer:

• Support the ongoing management of Microsoft 365 collaboration, messaging and unified communications services across Rothschild & Co sites globally.
• Provide senior-level operational support and technical input across Exchange On-Premises, Exchange Online, Enterprise Vault and CodeTwo services.
• Assist with the operational management of Microsoft Teams, Teams Telephony, SharePoint, Copilot and associated Microsoft 365 workloads.
• Create, maintain and improve internal process documentation, operational runbooks and knowledge articles.
• Support configuration, management and lifecycle of Teams-related hardware, including meeting room equipment and telephony devices.
• Contribute to rollout, adoption and support activities for Microsoft 365 capabilities, including Copilot where applicable.
• Act as a senior support and engineering resource for Microsoft Exchange On-Premises and Exchange Online administration, troubleshooting, hybrid dependencies and service continuity activities.
• Administer and support Enterprise Vault-related archiving processes, mailbox/archive troubleshooting and associated operational controls.
• Administer and support CodeTwo services, including email signature and disclaimer management, configuration changes, troubleshooting and issue resolution.
• Maintain end-user and operational documentation, ensuring routine processes are documented, repeatable and aligned with knowledge management standards.
• Assist with the maintenance and production of High- Level Design documents, support models and transition-to-service documentation.
• Troubleshoot technical issues relating to other areas of Unified Communications (Teams, SharePoint and CoPilot.)
• Assist in the design, deployment, maintenance and lifecycle management of enterprise telecommunications and unified communications equipment.
• Work alongside global Business Application, Infrastructure, Security and Service Desk teams to ensure new or changed services are launched into production with robust business-as-usual support.
• Contribute to incident, problem and change management processes, including incident management, root-cause investigation, stakeholder updates and implementation planning.
• Identify opportunities to simplify support processes, reduce recurring incidents and improve the overall user experience across collaboration services.
• Provide support for the in-house developed Automated Outlook Signatures system
• Keep up to date with technology changes and advancements relating to unified communications and collaboration.

Experience, Skills and Competencies Preferred

Experience

• Experience working with, supporting and guiding outsourced IT teams. Acting as point of escalation and SME for Exchange Online and On Prem.
• Strong working knowledge of Exchange On-Premises and Exchange Online, including mailbox management, mail flow, distribution groups, permissions, hybrid considerations and troubleshooting.
• Experience supporting Enterprise Vault in an enterprise environment, including lifecycle management, archive management and maintenance, operational checks and escalation management.
• Experience supporting CodeTwo or equivalent enterprise signature and disclaimer management tooling.
• Good baseline knowledge of the Microsoft 365 stack and interdependencies across Teams, SharePoint, OneDrive, Exchange Online, Entra ID, Purview and Microsoft 365 licensing.
• Good fundamental knowledge of Microsoft Teams, SharePoint, Teams Telephony, Teams Rooms, and collaboration governance.
• Knowledge of Copilot, Copilot Studio and agents from a support, enablement or governance perspective.
• Familiarity with Microsoft Teams and telephony hardware, such as Crestron, Logitech and Poly devices.
• Knowledge of Microsoft Entra ID relating to users, groups, access, policies and service dependencies.
• Experience of working with Azure Dynamic Groups and Exchange Dynamic Distribution Groups
• Experience with outsourced support providers, managed service partners and global technology teams.
• Strong analytical problem-solving skills with the ability to diagnose issues across interconnected services.
• A solutions-oriented professional with a proactive mindset
• Ability to work across multiple workstreams in parallel and remain effective in a high-pressure environment.
• Ability to work autonomously and with other team members in a dynamic, global and fast-paced environment while maintaining clear stakeholder communication.
• Microsoft 365 Fundamentals (MS-900) or equivalent knowledge is preferred; Exchange, Teams or Microsoft 365 administrator certifications and working in a M365 Muti-Tenant Organisation would be advantageous.
• ITIL qualified

Core Competencies

• Take responsibility for incidents and recurring issues through to resolution, documenting lessons learned and preventative actions.

• Communicate clearly with business users, support teams and technical stakeholders, balancing urgency with governance and quality.

• Move between legacy messaging platforms, cloud collaboration services and endpoint / room technology without losing context.

• Look for opportunities to streamline support processes, improve documentation, automate routine tasks and reduce operational risk.

Our goal is to have a balanced, inclusive and flexible environment which enables all colleagues to achieve their personal and professional aspirations, and to ensure that Rothschild & Co provides longer term opportunities for talent.

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