Eligibility Criteria:
- Should have worked as a Level 2 engineers for at least 4 years and as L3 engineer for 2 years.
- Should at least have 6-7 years of total working experience in Microsoft 365 services.
- Should be Graduate or Above.
- Should have extensive working knowledge of Microsoft 365 cloud services.
Principal Responsibilities:
- Responsible for providing high end Technical & Project based support & consultation for Office365 Cloud
- The candidate will be required to architect, design and implement solutions using different services & solutions offered by MS Office365 package
- Handle Tier 2 Office365 related issues.
- Help Tier 1 resources to address the Office365 related issues
- Troubleshooting the advanced Office365 issues and performing call backs ensuring issues are resolved in the defined SLA & appropriate solution is provided to the customer.
- Will be responsible for providing technical support to partners over the call (Inbound & Outbound), email or chat.
- Will be responsible for updating, sharing daily,
weekly & monthly Office365 related tickets tracker & analysis.
- Resolving any global, cross-functional or work-team issues
- Defining key management routines and governance strategy to ensure effective business process execution
- Reporting and trending on the effectiveness of the solutions and standards
- Initiate improvements in tools, requirements gathering, processes, and people
- Responsible for investigating causes, tests solutions & suggesting solutions in place to reduce the time taken to resolve the Office365 related tickets.
- Understanding Office365 support priorities and objectives and taking an active role in accomplishing them.
- Should be able to use & provide advanced tools for Office365 issues diagnosis & troubleshooting
- Responsible for handling individual projects related to current implementations, improvisations or migrations to Office365 from multiple source platforms.