Application Support Analyst

Experience

58 years of relevant experience in Microsoft 365 messaging and collaboration platforms.

Primary Responsibilities:

Provide support for Exchange Online and Microsoft Teams.

Troubleshoot mail flow issues, mailbox access, and client connectivity problems.

Basic administration of SharePoint Online.

Experience with Slack administration and integration.

Manage and support:

o Mailboxes, shared mailboxes, distribution lists.

o Exchange transport rules and connectors.

o Teams policies, meetings, and calling features.

Monitor service health and proactively address incidents.

Handle incident, service request, and problem management tickets.

Perform root cause analysis (RCA) for recurring issues.

Ensure adherence to SLAs and operational procedures.

Train/assist the service desk team to improve FCR (First Contact resolution).

Secondary Responsibilities / Skills:

Exposure to SendGrid (nice to have).

Miro Administration.

Conference Room Operations Support.

Required Skills:

Strong hands-on experience with:

o Exchange Online (mail flow, security, hybrid concepts).

o Microsoft Teams (policies, voice, collaboration features).

Knowledge of PowerShell for M365 administration.

Understanding of Microsoft 365 security and compliance basics.

Good to have skills:

o Slack administration.

o Miro administration.

o Conference Room administration (MS Teams and Zoom).

o Airtable administration.

Soft Skills:

Strong troubleshooting and analytical skills.

Ability to handle high-volume ticket environments.

Good communication and documentation skills.

Work Requirements:

Willingness to work in a 24/7 rotational shift model.

Ability to handle on-call support if required.