Unified Communication Engineers

Frontex – the European Border and Coast Guard Agency – is looking for 3 Unified Communication Engineers to support the Collaboration Services Team under the DESOPS framework contract (FWC FRONTEX/2024/OP/0029).

The mission focuses on the administration, maintenance, support, monitoring, and improvement of Frontex unified communication and collaboration services based on Microsoft technologies.

The consultants will support the daily operation of Microsoft Exchange, Exchange Online / Hybrid, Skype for Business Server, Microsoft Teams, and related collaboration components. The role includes second-line support, infrastructure administration, security patching, troubleshooting, scripting, documentation, change implementation, and support for collaboration service improvements.

The consultants will work closely with the Collaboration Services Team, Digital Operations Sector, Infrastructure Operations, Service Desk, Security stakeholders, ITSM/change management, and other ICT teams to ensure stable, secure, and highly available communication and collaboration services.

External Service Provider’s Roles & Responsibilities in the Project

Roles:

• Unified Communication Engineer

• Microsoft Collaboration Engineer

• Exchange / Teams Engineer

• Unified Communication Support Consultant

Responsibilities:

• Administered, installed, configured, and maintained Microsoft Exchange, Exchange Online, Exchange Hybrid, Skype for Business Server, Microsoft Teams, and related components.

• Provided second-line technical support for unified communication and collaboration services.

• Maintained and administered existing Exchange infrastructure and Exchange Hybrid environments.

• Maintained and administered Skype for Business Server infrastructure and Skype for Business / Microsoft Teams environments.

• Monitored Microsoft Exchange, Skype for Business, and Microsoft Teams environments to ensure performance, efficiency, availability, and service continuity.

• Diagnosed and resolved moderately complex incidents, service issues, performance problems, configuration defects, and systemic collaboration service problems.

• Recommended and implemented improvements to Exchange, Skype for Business, Microsoft Teams, and related unified communication components.

• Supported architecture and design activities for Microsoft Exchange, Skype for Business, Microsoft Teams, and collaboration service components.

• Provided technical assistance for planning and development of new collaboration and unified communication projects.

• Implemented policies, governance rules, standards, methodologies, and protocols for Exchange, Skype for Business, and Microsoft Teams administration.

• Oversaw integration of Exchange, Skype for Business, and Microsoft Teams with other systems, applications, infrastructure services, and ICT platforms.

• Applied server updates, service-related security patches, and changes to existing IT core infrastructure.

• Ensured proper functioning of antimalware filters used by Microsoft Exchange.

• Created and maintained scripts using Microsoft Teams PowerShell and Exchange Online PowerShell.

• Produced utilisation trend reports and monitored service usage levels.

• Identified and documented infrastructure configuration requirements.

• Designed operational processes to eliminate recurring or systemic problems.

• Prepared and performed changes through ITSM/change management processes, including CAB support where required.

• Created and maintained operational documentation including Standard Operating Procedures, checklists, diagrams, runbooks, and technical guides.

• Communicated with system vendors, external service providers, consultants, and internal ICT stakeholders.

• Collaborated with Software Development, Network, IAM, Service Centre, Service Management, Security, and Infrastructure teams.

• Ensured adherence to Frontex ICT standards, security requirements, operational procedures, documentation rules, and service management practices.