Exchange Online and Exchange hybrid Exchange Online onpremises Exchange
Exchange Admin Center EAC Microsoft 365 Admin Center Exchange Online PowerShell
Microsoft Defender for Office 365 Cloudflare Email Security FortiMail
Retarus Fax2Mail Mail2Fax F5 IP allowlisting
Outlook Desktop Outlook on the web SPF DKIM DMARC diagnostics
Microsoft Teams
Microsoft Teams Teams Admin Center
Teams meetings channels chat notifications and external guest access
Microsoft Teams Rooms MTR and meetingroom devices
Teams meeting recording and screensharing policies
Common
ServiceNow ITSM
BAND P3 Senior Support Engineer SME Senior Level 2 SME 58 years The Communication Messaging Senior Support Engineer SME Band P3 is the subjectmatter expert for email messaging and Teams independently resolving complex and escalated issues performing rootcause analysis and mentoring junior engineers while driving automation and knowledge reuse to shiftleft ticket volume
Tools Technology Exposure
Solid administrationlevel command of the landscape above including PowerShell scripting where applicable
Handson Experience Required
Strong independent handson experience typically 58 years in
Exchange hybrid mail flow transport rules connectors and hybrid routing
Mailbox and sharedmailbox administration Exchange Online PowerShell
Microsoft Teams administration membership ownership policies and entitlements
Teams meetings channels and chat troubleshooting Teams Rooms MTR support
Typical experience 58 years
Key Activities Responsibilities
Independently delivers the full operational scope listed under Band P2 with emphasis on complex escalated and rootcause cases In addition the P3 SME
Resolves complex and escalated incidents independently including rootcause analysis
Acts as the first point of escalation within the skill provides technical guidance and mentoring to P2 engineers
Authors and refines SOPs runbooks and knowledge articles
Identifies and builds automation selfheal opportunities to shiftleft volume
Performs quality assurance of tickets and supports problem and majorincident management
Certifications Qualifications
ITIL 4 Foundation is expected across all bands Managing Professional desirable at P4 Strategic Leader desirable at P5 Product certifications scale with band associate at P2 specialty at P3 expert at P4 architect at P5 Relevant certifications for this skill
MS203 Microsoft 365 Messaging Administrator
MS700 Teams Administrator
SC300 Identity Access Administrator
MS721 Collaboration Communications Systems Engineer Microsoft Defender for Office 365