Job Description:
Proactive in direct client communication and capable of managing customers effectively with an onsite presence.
Manage Microsoft 365 environment at L2, L3, L4 level and must know exchange servers and their roles
Working Experience in the mail flow in detail for Exchange/O365 hybrid environment
Working Experience of different types of connectors available in exchange/ Microsoft 365
Working Experience of M365 mail filtering/hygiene solution, Microsoft Exchange Edge server and Active Directory
Good understanding of SSO with M365, including ADFS
Sound knowledge of email clients like Microsoft Outlook, MS Teams and OWA
Good knowledge of Mail Archiving solution, troubleshooting and configuration of Anti-spam, SPF, DMARC, DKIM, Address client connectivity,
Address service availability issues within the organizational span of control
Manage services using the supplier and the client-implemented ITIL processes and practices
To adhere to quality standards, regulatory requirements, and company policies
To provide support for on-call escalations and do incident & problem management
To independently resolve tickets & ensure that the agreed SLA of ticket volume and time are met for the team
To ensure a positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
Work on value-adding activities such as knowledge base update & management, Training s, coaching analysts & conducting interviews/participation in hiring drives
To participate in or contribute to the business in the creation of proposals to drive Service improvement plans
Knowledge/Experience of MS Teams, SharePoint, and eDiscovery as an Admin is a plus
Knowledge/Experience of MS Purview and MS Security Portal as an Admin is a plus
Minimum job requirements
- Overall experience: 8-10 years; 4 to 5 years managing a large-scale M365 hybrid environment
- A Master’s degree and Microsoft Certification are a plus
- Previous Microsoft 365 administration and troubleshooting experience is required
- Familiarity with some of the following areas: Azure, Microsoft Hyper-V, Microsoft Exchange Edge server administration, TCP/IP (OS, firewall configuration)
- Ability to quickly learn, understand, and explain technical information
- Ability and desire to take ownership of client issues through resolution
- Excellent time management skills
- Ability to work in a fast-paced environment
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