Responsibilities:
• Support day-to-day aspects of the level 2 Support for Microsoft 365 and related services
• Ensure to handle the tickets within the Service Levels and maintain the quality of resolution provided
• Provide support on Microsoft 365, including
Mail flow, Spam Control/Filtering, Security and compliance aspects like Auditing, Retention, Data Loss Prevention
SharePoint Online & OneDrive including permission and access including guess access etc
Microsoft Teams related troubleshooting and support for end users
Hands on knowledge on SharePoint Server Patching, deployments, etc.
• Co-ordinate with other teams appropriately to ensure speedy resolution of issues
• Update the knowledge base and documentation of issues and solutions
• Manage and Support Office 365 Mailboxes, Groups etc
• Team and collaboration skills
• Vendor Management and coordination
Technical Skills:
- Should have min of 3-4 years’ experience working with a large client using Microsoft 365
- Good analyzing and troubleshooting skills
- Sound understanding on Identity management, and application integration is required.
- Work experience in a Hybrid setup would be an added advantage
Process Skills:
- Must be open for 24x7 operations
- Incident Management + Change Management (Planning & Execution)
- Handling On - call Escalations
- Monitoring and maintaining SLA requirements for the tickets queue and management
- Process adherence & Security compliance
- KB preparation and review, Knowledge sharing & documentation
- Root cause analysis / Problem Management
- Should have good written and communication skills
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