Technical Specialist

Job description:

L2 Exchange and O365:

Supporting Exchange server On-Prem 2010/2013/2016 along with Hybrid Config in O365.
Fundamental knowledge of Mailbox migration from On-Prem to O365.
Hands-on experience with Exchange server s updates and patching.
Supporting & knowledge to/of E-mail archiving, MRM, eDiscovery, DLP (Data Leakage Prevention), Backup & Restore, Server Recovery and Disaster Recovery.
Knowledge of Recipient management in O365 and Exchange on-Prem along with supporting end users for their day to day issues after Level1 troubleshooting.
Knowledge of Exchange server or O365 service auditing.
Knowledge of Mail flow scenarios between On-Prem and O365 solution along with E-mail hygiene.
Knowledge of Anti-spam, Anti-Malware and Anti-phishing technologies.
Knowledge of DKIM, SPF and DMARC services.
Knowledge on Microsoft Teams along with supporting day to day user reporting issues.
Knowledge of Microsoft Teams telephony and Direct routing setup.
Knowledge of Infrastructure monitoring.
Knowledge of Incident, Problem and Change Management.

• 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