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Experience

• Experience with Exchange implementation(s) or another cloud environment

• Extensive knowledge of and ability in use of at least two versions of Exchange 2013/2016/O365

• Good understanding of Microsoft Teams Calling Plans

• Experiences with Microsoft Teams-Certified Devices an advantage

• Good understanding of SIP methods and signaling

• Basic knowledge of Active Directory concepts

• Extensive experience on managing ADFS and WAP Servers

• Advanced knowledge on Identity Access and Management (IAM)

• Azure AD

• Azure AD MFA

• Azure AD App Proxy

• Azure AD SSPR

• Azure AD Connect

• AIP

• Familiarity with PowerApps and PowerAutomate

• Key Performance Indicators

• CSATs

• Technical Assessments

• Evidence of sharing and re-use of knowledge

• Correct management of processes followed to deliver service

• Improvement/enhancements to service delivery

• Known errors with workarounds or fixes loaded in knowledge database

Job Purpose

• To provide 2nd & 3rd level support on the customer's M365 tenant / infrastructure

Responsibilities

• Planning and implementing Exchange platform upgrades and understanding the customer’s environment to be able to modify standard deployment packages conforming to the unique security architecture in place

• Evaluating the current environment, supporting the creation of a platform roadmap, analyzing systems performance, and recommending corrective and preemptive actions

• Conceptualizing, designing, and implementing solutions to problems reported or discovered

• Administration of Office 365, Exchange Online, Teams via PowerShell

• Plan, Configure and Troubleshoot Email Flow in O365

• Review Email flow in O365 (including customer email security services, if any)

• Configure accepted and remote domains

• Plan and configure connectors and transport rules

• Plan and configure Email Protection in O365

• Review and plan Exchange Online Protection

• Configure Email Filers such as malware, connection, and SPAM.

• Manage Exchange Online Recipients

• Create / Remove / Modify all recipient types (User, Shared, Equipment Mailbox)

• Troubleshooting, Root cause analysis of issues within Exchange such as:

• Mail delivery issues

• Routing issues

• Calendar issues

• Troubleshooting, Configuration and Management of MS Teams Admin Center

• Teams Settings

• Teams Policies

• Teams Upgrade Settings

• Teams External Access

• Troubleshooting / isolation / root cause analysis of call quality issues

• Troubleshooting, Configuration and Management of MS Teams Phone Systems

• Audio Conferencing

• Direct routing

• Call Queues & Auto Attendant, etc.

• Generations / Report Extractions of within MS Teams

• Analytic & Reports

• Usage Reports

• Call Quality Dashboard

• Demonstrates specific knowledge of the function and makeup of MS SharePoint.

• Maintain and manage SharePoint sites, not limited to

• Creating and configuring new sites

• Adding document libraries

• Creating and configuring lists and forms

• Backing up SharePoint sites

• Monitor bandwidth usage

• SharePoint tools like ULS Logs, workflows to automate business processes, and SharePoint forms for tasks, such as creating expense report

• O365 Service Health Automation knowledge is good to have

• Create technical documentation for training of end users and maintenance of the environment.

• Utilize the knowledge in the customer environment, deliver timely and high-quality support to customer problems and requests focusing on root cause analysis, prevention, knowledge transfer

• Manage escalations and sub-cases to ensure timely and high-quality resolution of all issue

• Weekly / Monthly Report Generation – License usage, etc.

Requisition ID : 11478