Senior Specialist

Job description:

JD Microsoft 365 L2
Responsibilities:
Support day-to-day aspects of the level 2 Support for Microsoft 365 and related services
Ensure to handle the tickets within the Service Levels and maintain the quality of resolution provided
Provide support on Microsoft 365, including
Mail flow, Spam Control/Filtering, Security and compliance aspects like Auditing, Retention, Data Loss Prevention
SharePoint Online & OneDrive including permission and access including guess access etc
Microsoft Teams related troubleshooting and support for end users
Co-ordinate with other teams appropriately to ensure speedy resolution of issues
Update the knowledge base and documentation of issues and solutions
Manage and Support Office 365 Mailboxes, Groups etc
Team and collaboration skills
Vendor Management and coordination
Technical Skills:
Should have min of 3-4 years experience working with a large client using Microsoft 365
Good analyzing and troubleshooting skills
Sound understanding on Identity management, and application integration is required.
Work experience in a Hybrid setup would be an added advantage
Process Skills:
Must be open for 24x7 operations
Incident Management + Change Management (Planning & Execution)
Handling On - call Escalations
Monitoring and maintaining SLA requirements for the tickets queue and management
Process adherence & Security compliance
KB preparation and review, Knowledge sharing & documentation
Root cause analysis / Problem Management
Should have good written and communication skills

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases