Job Summary

Support day-to-day aspects of the level 2 Support for Microsoft 365 and related services

Key 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 • 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. 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

Skill Requirements

Process Skills: Must be open for 24x7 operations (1.) Incident Management + Change Management (Planning & Execution) On - call Escalation 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

Other Requirements

NA