Tungsten Automation

Job Purpose

The Cloud Specialist assists in the support, and administration of the software components of the Tungsten Automation IT Cloud technology stack. Engineers are expected to provide first-class system operation and support of the Tungsten Automation IT cloud enterprise. They must demonstrate technical maturity and be able to professionally communicate with team members, management, other department personnel, third-party vendors, and partners. They must work effectively in a team environment. Successful candidates must demonstrate the ability to apply technology to support the needs of the organization.

Key Responsibilities

Specific responsibilities include, but are not limited to, the following:

• Installs, integrates, and maintains the security system and supports new and existing multi-tenant corporate cloud systems related to Azure, AWS and O365.
• Installs, integrates, and maintains the telecoms and call centre systems: Amazon Connect, Session Border Controllers, Avaya, Salesforce Service Cloud Voice, MS Teams Voice.
• Designs, plans, and manages deployment of new and multi‑specialty technologies
• Plans, designs, and implements Active Directory configuration changes
• Monitors and administers appropriate systems to ensure systems and services availability and peak performance, and modifications to existing environments are effective and efficient
• Manage, configure, and optimise core M365 services including SharePoint Online, Teams, and OneDrive.
• Oversee tenant‑wide settings, policies, and service configurations to ensure stability and performance of our M365 tools.
• Administer identity and access/permissions management for our M365 tools, including conditional access and role‑based access controls.
• Implement and maintain security controls such as Data Loss Prevention (DLP), retention policies, sensitivity labels, and threat protection.
• Monitor and respond to security alerts, audit logs and compliance centre notifications.
• Develop and enforce governance standards for Teams, SharePoint, and collaboration tools.
• Support and troubleshoot daily M365‑related user issues through incoming tickets in our Helpdesk system (Zoho).
• Lead advanced troubleshooting for complex M365 issues across services and integrated systems.
• Own and drive daily troubleshooting activities and engage with MS customer/application support teams on various topics via tickets as necessary.
• Documents all systems procedures, systems practices, job responsibility and job processes
• Decision Making—Selects from multiple procedures and methods to accomplish tasks.
• Recommend, schedule, and perform software and hardware improvements, upgrades, patches, re‑configurations, and/or purchases.
• Manage operating systems and end‑user software.
• Manage user accounts, permissions, and access rights within Azure Active Directory and On‑premises Active Directory.
• Manage communications, including e‑mail, IM, Teams calling, etc.
• Analyse system, server, and application performance.
• Create and maintain diagrams, knowledge articles, and other documentation as it relates to systems configuration.
• Create shell scripts as required for automation and to expedite any process.
• Check service desk database for entries on enterprise applications or server resource issues; prioritise and respond to help‑desk tickets as appropriate.
• Provide follow‑up services to ensure satisfaction and resolve issues.
• Provide advice and recommendations to management on processes and techniques required for improved work operations.
• Serve as an escalation point for Business Stakeholders.
• Ensure high availability and reliability through proactive monitoring and maintenance.
• Own and drive continuous data cleanup activities to ensure appropriate storage capacity availability in SharePoint Online.
• Plan and execute migrations (e.g., SharePoint, file shares, identity systems) to Microsoft 365.
• Drive modernisation initiatives such as automation, cloud adoption, and Zero Trust alignment.
• Collaborate with cross‑functional teams to deliver new features, integrations, and service improvements.
• Support migration, de‑commissioning, and shutdown activities of legacy on‑premises systems.
• Develop and maintain PowerShell scripts to automate administrative tasks and reporting.
• Implement workflow automation where possible using Power Automate, Graph API, or other M365 tools.
• Create and maintain detailed documentation for configurations, procedures, and governance policies.
• Establish best practices for service usage, lifecycle management, and operational standards.
• Act as a subject matter expert and advisor to IT leadership on M365 strategy and roadmap.
• Support and maintain disaster recovery and backup plans for Microsoft 365 services such as SharePoint Online and OneDrive.
• Provide technical guidance across the organisation.
• Partner with infrastructure, security, networking, and application teams to ensure cohesive system design.
• Develop and customise Microsoft 365 activity reports.

While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.