Job Summary

The O365 Support Administrator plays a crucial role in ensuring the seamless operation of Microsoft 365 messaging services and on-premise Exchange systems. This position requires a competent individual to independently manage and resolve support tickets, provide on-call assistance, and conduct root cause analysis to enhance customer satisfaction and operational efficiency.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements While Managing O365 Messaging Services And On-Premise Exchange Systems To Maintain Compliance And Service Excellence.
2. Provide On-Call Support For Escalated Issues, Performing Root Cause Analysis To Identify And Resolve Underlying Problems Promptly.
3. Contribute To Knowledge Base Updates And Management By Documenting Solutions And Best Practices Related To Messaging Services And Exchange, Enhancing Team Efficiency.
4. Independently Resolve Support Tickets Within Agreed Service Level Agreements (Sla), Ensuring Timely And Effective Issue Resolution.
5. Ensure A Positive Customer Experience And High Customer Satisfaction (Csat) Scores Through First Call Resolution And Minimizing Rejected Resolutions Or Reopened Cases.

Skill Requirements

1. In-Depth Knowledge Of O365 Messaging Services And On-Premise Exchange Environments.
2. Strong Analytical Skills To Perform Root Cause Analysis And Troubleshoot Complex Issues.
3. Familiarity With Ticketing Systems And Sla Management.
4. Excellent Communication Skills To Provide Clear Guidance And Support To Customers And Team Members.

Other Requirements

1. Microsoft Certified: Modern Desktop Administrator Associate (Optional But Valuable).
2. Microsoft Certified: Exchange Server (Optional But Valuable)