Act as a technical escalation point for L2 teams, handling complex issues and supporting M365 operational improvements.
Key Responsibilities
Troubleshoot advanced Exchange Online and Teams issues.
Manage mail flow, connectors, transport rules, and anti-spam policies.
Support SharePoint Online administration and permission architecture.
Configure Conditional Access and MFA policies.
Perform PowerShell-based administration and automation.
Investigate service degradation issues and recurring incidents.
Assist in migration activities (Exchange, OneDrive, SharePoint).
Support Microsoft Defender for Office 365 configurations.
Perform root cause analysis and recommend preventive actions.
Mentor L2 engineers and review technical documentation.
Technical Skills
Exchange Online Administration
Teams Administration
SharePoint Online Advanced Administration
PowerShell Scripting
Entra ID Administration
Conditional Access Policies
Microsoft Defender for O365
Intune Integration
Security & Compliance Center
Experience
5-7 years of IT experience
4+ years supporting Microsoft 365 technologies
Key Responsibilities
1. To champion ITIL, security, and data privacy to offer high-quality, well-documented solutions, minimizing risks and maximizing customer satisfaction.
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such as maintainenace of a comprehensive Knowledge base, act as a mentor to junior analysts,and deliver training programs for freshers, equipping them with essential skills to become productive.
4. To contribute to a positive customer experience and high CSAT scores by providing rapid, accurate, and secure resolutions, fostering customer trust and satisfaction.
5. To proactively identify and address potential security vulnerabilities to protect customer data and prevent security incidents.