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.
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.
