Microsoft 365

JD Microsoft 365 Collaboration Services and SharePoint

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

• Extensive SharePoint Knowledge: Understanding of SharePoint architecture, features, and functionalities.
• Microsoft 365 Expertise: Familiarity with other Microsoft 365 services, particularly Teams and OneDrive

• 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